payabli - CX Operations Manager

• Serve as the system administrator and super user of all CX systems and platforms — designing and configuring features that align with department KPIs and improve team productivity, accuracy, and efficiency • Manage the CX tech stack — Lead SaaS evaluations, vendor selection, implement, and maintain the tools that CX teams depend on (CRM, ticketing, knowledge platforms, analytics, QA). • Measure AI tool performance across CX — track impact, identify new use cases, and surface opportunities to expand AI-powered capabilities • Stay informed of technological developments, best-in-class tooling, and new feature launches to inform CX system strategy • Coordinate with Engineering, Product, and company Operations on cross-functional initiatives that impact CX tooling and workflows • CX WORKFLOWS & PROCESS OPTIMIZATION • Document and maintain CX workflows and business processes and/or business process documentation across Partner Success, Client Support, and Technical Support, ensuring process documentation stays current as the organization scales • Surface automation opportunities and process inefficiencies through data analysis, and implement approved solutions in coordination with CX leadership • Evaluate CX processes based on operational data — identifying bottlenecks, manual work, and throughput constraints — and present recommendations to CX leadership for approval to build and implement solutions. • ANALYTICS, REPORTING & EXECUTIVE VISIBILITY • Build and maintain automated dashboards and reporting for CX leadership — team performance, partner health, ticket trends, SLA compliance, and operational KPIs • Build and maintain the data architecture and pipelines that connect CX activity to business outcomes, ensuring data is accessible and structured for analysis • Generate data-driven insights for QBRs, executive reviews, and board-level reporting • Analyze ticket trends, escalation patterns, and resolution data to surface product issues, process breakdowns, and resource gaps • Deliver regular performance reporting that supports executive alignment and strategic planning • PARTNER HEALTH & PREDICTIVE ANALYTICS • Enhance and manage the partner health scoring methodology — ensuring scores are accurate, actionable, and consistently maintained across the partner portfolio • Help build predictive churn and expansion models that enable proactive intervention by Partner Success Managers • Monitor partner health indicators across the portfolio and flag at-risk accounts to CX leadership before issues escalate • Build and maintain the data infrastructure required to analyze processing volumes, merchant concentration, approval rates, and revenue trends — ensuring the right data is accessible and structured to surface growth and retention opportunities • STRATEGIC INITIATIVES • Maintain the operational cadence of CX — recurring reports, metric reviews, process documentation, and operational housekeeping • Execute on strategic initiatives directed by CX leadership — from new tool rollouts to process redesigns to cross-functional projects • Coordinate cross-functional initiatives with Operations, Product, and Engineering that require CX operational input or alignment • QA INFRASTRUCTURE & REPORTING • Build and configure QA scoring rubrics within support tooling, collaborating with CX Training & Knowledge Specialist. • Generate and maintain QA reports that CX team leads use to coach their teams • Track QA trends over time and surface patterns that inform training priorities and process improvements in collaboration with CX Training & Knowledge Specialist. • 5-8+ years of experience in CX operations, revenue operations, business operations, or analytics roles, preferably in payments, fintech, or B2B SaaS • Proven track record of building dashboards, reports, and operational infrastructure that drive decision-making • Strong analytical skills — comfortable with data architecture, trend analysis, and translating data into actionable insights • Experience implementing and migrating CX tools and platforms (Preferably Intercom) • Experience as a system administrator or super user of CX or support platforms (CRM, ticketing systems, analytics platforms) (Preferably Intercom) • Proficiency with data and reporting tools — Excel/Sheets at an advanced level, plus experience with BI tools (Looker, Tableau, Metabase, or similar) • Experience designing and optimizing workflows and processes in a fast-paced, scaling environment • Strong communication skills — ability to present data clearly to leadership and translate operational needs across technical and non-technical teams • Self-starter mentality with the ability to work independently, manage competing priorities, and build systems from the ground up • Experience with partner or customer health scoring models and predictive analytics • Background in payments, merchant services, or financial technology operations • Familiarity with AI-powered support tools and automation strategy • Proficiency with SQL, Python, or other data analysis tools • Experience building or configuring QA scoring infrastructure within support platforms • Data-Obsessed: You believe every operational decision should be grounded in data, and you're the person who builds the systems to make that possible • A Systems Thinker: You see the connections between tools, processes, and outcomes — and you optimize the whole system, not just individual pieces • Proactive: You don't wait for leadership to ask for a report — you surface the insight before they know they need it • Detail-Oriented: You understand that "little things count" — a misconfigured workflow or inaccurate dashboard erodes trust across the org • Collaborative: You work seamlessly with CX team leads and cross-functional partners to ensure operations serve the people doing the work • Efficiency-Driven: You're constantly looking for ways to automate, streamline, and eliminate manual work so the team can focus on what matters • SUCCESS METRICS • Dashboard & Reporting Coverage: Automated dashboards in place for all core CX KPIs — team performance, SLA compliance, partner health, and ticket trends — with leadership using them as the primary source of truth • Partner Health Accuracy: Health scores are consistently maintained, predictive of actual outcomes, and actively used by PSMs for proactive account management • QA Infrastructure: QA scoring rubrics are configured, maintained, and generating reports that CX team leads actively use for coaching • Process Efficiency: Process recommendations adopted by CX leadership result in measurable reduction in manual work, faster resolution workflows, and improved team throughput • Tool Adoption: CX tech stack is well-maintained and delivering measurable value; AI tools showing quantifiable impact on team efficiency