CX Operations Manager

Role Description

As the CX Operations Manager at Payabli, you are the systems, data, and infrastructure engine behind our Client Experience organization. You'll build the reporting systems, data pipelines, QA infrastructure, and operational tooling that give leadership visibility into performance and give CX teams the tools and processes to work efficiently.

This role focuses on building and maintaining the operational infrastructure that the CX organization depends on — dashboards, health scoring, QA tooling, automation, and the CX tech stack. You'll surface insights and trends that inform decisions across Partner Success, Client Support, and Technical Support, and ensure CX leadership has the data needed for executive alignment and strategic planning.

What You'll Do

• CX Tech Stack & Automation
  • 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.
• CX Workflows & Process Optimization
  • 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.
• Analytics, Reporting & Executive Visibility
  • 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.
• Partner Health & Predictive Analytics
  • 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.
• Strategic Initiatives
  • 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.
• QA Infrastructure & Reporting
  • 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.

Qualifications

• 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.

Nice to Have

• 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.

Who You Are

• Data-Obsessed: You believe every operational decision should be grounded in data, and you're the person who builds the systems to make that possible.
• A Systems Thinker: You see the connections between tools, processes, and outcomes — and you optimize the whole system, not just individual pieces.
• Proactive: You don't wait for leadership to ask for a report — you surface the insight before they know they need it.
• Detail-Oriented: You understand that "little things count" — a misconfigured workflow or inaccurate dashboard erodes trust across the org.
• Collaborative: You work seamlessly with CX team leads and cross-functional partners to ensure operations serve the people doing the work.
• Efficiency-Driven: You're constantly looking for ways to automate, streamline, and eliminate manual work so the team can focus on what matters.

Success Metrics

• Dashboard & Reporting Coverage: Automated dashboards in place for all core CX KPIs — team performance, SLA compliance, partner health, and ticket trends — with leadership using them as the primary source of truth.
• Partner Health Accuracy: Health scores are consistently maintained, predictive of actual outcomes, and actively used by PSMs for proactive account management.
• QA Infrastructure: QA scoring rubrics are configured, maintained, and generating reports that CX team leads actively use for coaching.
• Process Efficiency: Process recommendations adopted by CX leadership result in measurable reduction in manual work, faster resolution workflows, and improved team throughput.
• Tool Adoption: CX tech stack is well-maintained and delivering measurable value; AI tools showing quantifiable impact on team efficiency.

Role Evolution

The responsibilities of this role will evolve with the business. As Payabli scales, the operational complexity and strategic importance of this function will grow over time.

Benefits

• Competitive salary.
• 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 Description

Payabli is a next-generation Payments Infrastructure and Monetization Platform purpose-built for vertical software companies. Backed by leading fintech investors including QED Investors, Fika Ventures, TTV Capital, and Bling Capital, Payabli is setting the standard for embedded payments infrastructure powering the next generation of vertical SaaS.