Note: The job is a remote job and is open to candidates in USA. Payabli is a next-generation payments infrastructure and monetization platform for vertical software companies. The CX Operations Manager will build and maintain the reporting systems, data pipelines, QA infrastructure, operational tooling, and technology stack that support Client Experience operations. The role will also optimize workflows, deliver executive insights, manage partner health analytics, and coordinate cross-functional strategic initiatives.
Responsibilities
- 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
- 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
- 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
- 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
- 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
- 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
- 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
Skills
- 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
Benefits
- Stock options with the potential to unlock more equity as we grow
- Flexible PTO and paid parental leave
- Medical, dental, & vision insurance
- 401K
- HSA
- Pre-tax savings programs
Company Overview