Sr. Manager of Customer Operations

Tithe.ly is hiring a Sr. Manager of Customer Operations to lead the systems, processes, reporting, and operational strategy that support its Customer Experience department. The role leads the CX Operations & Education team and drives initiatives to improve customer retention, expansion, service, and operational efficiency.

Responsibilities:

• Establish CX priorities, OKRs, and project plans, ensuring work is scoped, prioritized, assigned, and delivered on time
• Design and continuously improve scalable CX processes that reduce friction for customers and agents, favoring simplicity over complexity
• Balance long-term improvements with day-to-day needs, adapting priorities as needed while keeping the organization on track
• Forecast staffing and resource needs, and lead cross-functional delivery of the CX Operations and Education roadmap
• Own the strategy and effectiveness of the CX technology stack, including Zendesk, HubSpot, Assembled, Simplesat, Jira, ProsperStack, Pendo, Zapier, and internal tools
• Ensure systems, integrations, and workflows work reliably together; evaluate, implement, and drive adoption of tools that improve efficiency and customer experience
• Build automated workflows and use AI-enabled tools to streamline agent support and eliminate manual tasks
• Maintain customer data integrity and a reliable 360-degree customer view, representing CX in cross-functional systems and data initiatives
• Manage CX vendor relationships, renewals, contracts, and platform capabilities
• Own CX reporting and forecasting across retention by segment, CSAT, NPS, CES, and service levels
• Translate customer data into strategic insights for leadership decisions and quarterly board reporting
• Synthesize customer feedback and partner with Product, Marketing, Engineering, and Data Science to identify and reduce product friction
• Partner with CX senior leaders to track and report on budgets, expenditures, and financial performance
• Oversee Help Center documentation across Tithely products, AI-driven support initiatives, and in-app guidance, including Pendo resources, to improve self-service and help agents serve customers effectively
• Lead customer and internal product education through webinars, training, and documentation
• Coordinate cross-functional readiness for new product features and releases
• Oversee Customer Community initiatives that engage church leaders and foster a thriving user community
• Lead the processes, resources, and cross-functional coordination that support CX-led cross-selling and upselling to subscription customers
• Lead, coach, and develop the CX Operations & Education team, establishing clear ownership, expectations, and accountability
• Advance the CX organization's operational maturity across processes, systems, metrics, and forecasting, improving customer onboarding, retention, expansion, efficiency, and cost savings
• Build trust and guide the team through operational improvements and new ways of working
• Model servant leadership and foster a culture of ownership, accountability, and care for the churches we serve

Requirements:

• Listen attentively and adapt communication to diverse audiences across all levels of the organization
• Step up to handle tough situations and take ownership of operational challenges through resolution
• Establish priorities and plans that align team commitments with organizational goals
• Hold self and others accountable through clear ownership, expectations, and follow-through
• Identify effective and efficient ways to get work done, continuously improving processes and systems
• Anticipate future needs and translate them into practical operational strategies
• Build trust, bring people along through operational improvements, and navigate organizational change with strong relationship-building skills
• Understand how technology, systems, integrations, and data flows work together to support business processes
• 5+ years managing business systems, integrations, or operational technology, with an understanding of how platforms connect, exchange data, and support business processes
• Proven ability to improve operations, set priorities, and drive cross-functional initiatives from planning through execution
• Experience leading, coaching, and developing team members
• US-based and legally able to work full time in the US. Sponsorships are not available at this time
• 3+ years in SaaS customer operations, revenue operations, payments, or a related technology-driven environment
• Project management experience through formal training, certification, or practical application
• Bachelor's degree in business, operations, communications, or a related field
• Experience working in or serving churches or other mission-driven organizations