Customer Experience Operations Manager

We are seeking a proactive and strategic Operations Manager with a strong focus on supporting the Professional Services group in delivering seamless implementations and outcomes for our clients. This role will play a critical part in driving operational efficiencies, supporting processes, and providing strategic insights to the Customer Experience leadership team. While the primary emphasis is on Professional Services, this role also supports broader Customer Experience operations, partnering closely with teams across CX, Partner Success, Customer Support, and Customer Enablement to optimize operations, drive financial strategy, and enhance overall customer satisfaction.

This individual will be a key business partner responsible for data management, process improvement, and workflow optimization to empower the team in delivering high-quality service. Additionally, they will lead Professional Services financial operations—including bookings, revenue forecasting, and strategy refinement—to drive alignment with company goals and support sustained growth

Key Responsibilities:

• • Process Improvement and Reporting:
    Drive process improvements, reporting, and analytical assessments to support growth and scalability. Oversee the implementation of new programs and tools across the Professional Services organization.
  • Resource and Capacity Management:
    Collaborate with the Professional Services management team to optimize the use and adoption of PSA solutions for time tracking, capacity planning, and invoicing. Support practice and resource management efforts to maximize capacity for customer engagements.
  • Data-Driven Insights:
    Deliver data-driven insights on key performance indicators (KPIs) and standardized business metrics. Establish baseline metrics and reports to guide new practice development and goal-setting.
  • Financial Operations Leadership:
    Lead financial operations, including managing bookings, revenue, and forecasting for the Professional Services function. Partner with finance and Professional Services leaders to implement and maintain high-quality forecasting, planning, and budgeting processes.
  • Strategic Business Partnering:
    Serve as a strategic partner to the Professional Services leadership team, providing insights to inform business strategies. Collaborate with the Go-To-Market Operations team to support the customer lifecycle, both pre- and post-sales.
  • System & Tool Management:
    Coordinate with IT and other departments to ensure that systems (e.g., PSA) effectively support Professional Services and Customer Experience operations. Act as the primary contact for system issues and integrations, minimizing disruptions and enhancing user outcomes.

Qualifications:

Experience:

• 4+ years in an operations or process improvement role within a growing SaaS company.
• Prior experience supporting a Professional Services or Implementation team in an operational capacity is highly desirable.
• Experience with financial operations (e.g., bookings, forecasting) and familiarity with CRM systems, project management tools, or customer experience platforms (Salesforce and Certinia preferred).
• Proficiency with PSA applications and Salesforce; administrative experience is a plus.
• Excellent communication skills and proven ability to collaborate with senior leadership and cross-functional teams.
• Strong analytical and organizational skills, with experience managing detailed project plans and delivering results.
• Self-starter with a strong sense of curiosity, proactive in tackling challenges, asking questions, and independently finding innovative solutions.

Celigo reasonably expects to pay a base salary between $145,000 per year and $160,000 per year for this position.  Actual starting base pay will be determined by skills, experience, geographic location, and other non-discriminatory factors permitted by law.  Total compensation may also include variable incentives, benefits, or other perks as outlined in any formal employment offer made.

Why Celigo

• Celigo is a Visionary in the 2024 Gartner Magic Quadrant for iPaaS, a 2024 Gartner Customer Choice for iPaaS, a G2 iPaaS Leader, and a recognized leader in AI.
• Remote-first culture
• Competitive compensation
• High-growth, collaborative, and inclusive work environment
• Starting with your first year, we offer 3-weeks of vacation, wellness days, and holidays to recharge and spend time with family and friends
• Generous benefits package, including parental leave
• Monthly tech stipend
• Recognition opportunities