Operations Manager

THE ROLE Lead the Customer Satisfaction (CSAT) Center of Excellence within the Monetization organization to transform how Everpure measures and optimizes customer success. WHAT YOU'LL DO Drive the CSAT Transformation Initiative: own the design, milestones, and execution of the CSAT governance framework across CapEx and subscription workflows to ensure process integrity and mitigate operational risk. Deliver Executive Visibility: architect and oversee the delivery of weekly leadership reporting and real-time dashboards in Tableau and ServiceNow, translating complex customer data into actionable trend recommendations for senior stakeholders. Lead and Scale Team Capabilities: directly manage and coach a dedicated team of CSAT COE analysts, defining clear roles, performance priorities, and professional growth pathways aligned with company objectives. Orchestrate Cross-Functional Resolutions: foster strategic alignments with Legal, Finance, and Business Intelligence to enforce documentation standards, complete system audits, and successfully operationalize complex customer resolutions. WHAT YOU BRING People & Program Leadership: proven ability to manage, coach, and scale analytical professionals while successfully steering cross-functional transformation initiatives. Strategic Governance & Analytical Frameworks: deep expertise in operational process design, data governance, and lifecycle management within enterprise ecosystems like ServiceNow and Tableau. Strategic Planning & Customer Satisfaction (CSAT) Transformation: strong capability to design end-to-end strategic planning frameworks and operational governance models that restructure, mature, and elevate CSAT tracking and performance methodologies across both product and subscription ecosystems. Executive Communication & Influence: strong capability to synthesize data trends and risk profiles into compelling presentations and frameworks for senior leadership and multi-disciplinary stakeholders. Location We are primarily an in-office environment and therefore you will be expected to work from the Santa Clara, CA office in compliance with Everpure’s policies, unless you are on PTO, or work travel, or other approved leave. Salary Annual base salary range: $153,000—$230,000 USD. This role may also be eligible for incentive pay and/or equity. ACCOMMODATIONS AND ACCESSIBILITY Candidates with disabilities may request accommodations for all aspects of our hiring process. For more on this, contact us at View email address on click.appcast.io if you’re invited to an interview. OUR COMMITMENT TO A STRONG AND INCLUSIVE TEAM Everpure is proud to be an equal opportunity employer. We do not discriminate based upon race, religion, color, national origin, sex (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender, gender identity, gender expression, transgender status, sexual stereotypes, age, status as a protected veteran, status as an individual with a disability, or any other characteristic legally protected by the laws of the jurisdiction in which you are being considered for hire. #J-18808-Ljbffr