Sr. Manager, Customer Office Operations

OneSource Virtual (OSV) is a leading provider of Business-Process-as-a-Service solutions for Workday. The Senior Manager, Customer Office Operations is responsible for building and scaling Customer Office programs and processes, ensuring operational efficiency and measurable customer outcomes throughout the customer lifecycle.

Responsibilities:

• Create, improve, and streamline Customer Office processes, focusing on scalability and driving outcomes for both our customers and the Customer Office organization
• Own the Customer Office technology stack strategy, including end-to-end ownership of Planhat, to continuously configure, optimize, and evolve the system to align with Customer Office and broader business strategy
• Design and maintain customer lifecycle stages, health scores, playbooks, alerts, dashboards, and automated workflows within Planhat to enable proactive engagement, risk mitigation, and growth
• Define, monitor, and continuously evolve Customer Success KPIs, health metrics, and leading indicators using Planhat and supporting systems
• Leverage data and insights to identify operational gaps, prioritize initiatives, and measure the impact of Customer Success programs on retention, expansion, and overall customer health
• Provide executive-level insights and recommendations to Customer Office leadership based on trends, risks, and performance
• Partner with Systems, Data, Operations, and IT teams to ensure accurate integrations, strong data hygiene, and reliable reporting & workflows across CS tech stack (ex. Salesforce, Planhat, etc.)
• Drive and govern Planhat adoption across Customer Success teams through embedded workflows, clear standards, accountability, and measurable usage
• Partner cross-functionally with Product, Operations, Enablement, and other internal teams to drive continuous improvement of the end-to-end Customer Experience
• Develop and maintain operational documentation, SOPs, and execution guides that support consistency, clarity, and scalability across the Customer Office
• Own the Customer Office Operations roadmap, balancing short-term business needs with long-term scale and strategic priorities
• Lead complex, cross-functional operational initiatives as needed, closing gaps and addressing evolving business needs

Requirements:

• 6+ years of experience in Customer Success Operations, Revenue Operations, or a related operational role in a SaaS, software, or services environment is required
• 5+ years in a strategic program or leadership role, driving strategic operations planning and execution
• Effective problem solver by thinking big picture, diving into the details, and delivering on objectives and KPIs
• Demonstrated experience owning and optimizing Customer Success platforms (Planhat or similar), including lifecycle management, health scoring, workflows, and reporting
• Data Driven. Strong analytical skills with experience leveraging data to inform decisions, prioritize, and measure business impact
• Experience partnering closely with Product, Engineering, and Systems teams to deliver customer-facing operational improvements
• Strong leadership skills with an emphasis on collaboration, proactivity, and flexibility. Able to influence and gain consensus to drive operational change
• Domain experience in the HCM, Payroll, or Workforce Management space is a plus