Senior Manager, Global Service Operations

Welcome to the Agentic Commerce Era At Commerce, our mission is to empower businesses to innovate, grow, and thrive with our open, AI-driven commerce ecosystem. As the parent company of BigCommerce, Feedonomics, and Makeswift, we connect the tools and systems that power growth, enabling businesses to unlock the full potential of their data, deliver seamless and personalized experiences across every channel, and adapt swiftly to an ever-changing market. We believe in harnessing AI responsibly to unlock new possibilities, and we're looking for individuals who use it intentionally to solve problems, accelerate outcomes, and expand what's possible in their role. Our purpose is to help businesses confidently solve complex commerce challenges so they can build smarter, adapt faster, and grow on their own terms. If you want to be part of a team of bold builders, sharp thinkers, and technical trailblazers who shape the future of commerce, this is the place for you. The Senior Manager, Global Services, is responsible for leading Global Service Managers supporting the Advertising Channel within the Global Services organization. This role oversees team performance, operational processes, and service delivery to ensure a best-in-class client experience. The Senior Manager partners cross-functionally to drive operational excellence, improve support models, manage escalations, and support client growth and retention. Success in this role requires strong leadership, stakeholder management, and the ability to align teams and processes to meet client and business objectives. What You’ll Do Lead and develop a team of Service Managers, fostering a high-performance culture focused on accountability, scalability, and continuous improvement Monitor and evaluate operational performance through key metrics and reporting, holding Operations Managers accountable for achieving service, quality, and business objectives Establish governance and performance frameworks that ensure consistent delivery against client agreements, service commitments, and business objectives, while proactively identifying and mitigating delivery risks Identify operational risks and proactively develop mitigation strategies to ensure service continuity and client satisfaction Support our current book of business within our existing clients and look for future growth opportunities within our existing client base Establish and monitor key performance indicators (KPIs) and operational metrics to measure team effectiveness, client outcomes, and business impact Oversee workforce planning, resource allocation, and team capacity management to support business growth and client needs Build and maintain strong relationships with internal and external stakeholders to ensure alignment, collaboration, and successful execution of strategic initiatives Partner with client-facing leaders to improve retention, satisfaction, and overall client health Who Are You 5 years of experience with Advertising/Social Channel account and client relationship management Deep understanding of retail eCommerce operations, digital commerce ecosystems, and key commercial performance metrics, including revenue growth, profitability, conversion, customer acquisition, retention, and operational efficiency 5 years direct people management experience in Operations, Service Delivery or Customer Success A strong decision-maker, with demonstrated success of making timely and informed decisions that keep the organization moving forward A detail-oriented individual with executive maturity, business acumen, and the ability to influence and communicate within all levels of the organization Proven ability to drive impact in a complex, fast-paced environment - Organized, detail-oriented, and strategically focused Hands-on experience managing Google Shopping, Facebook, or Microsoft Shopping Hands-on experience with PPC, Display, and Social Experience with eCommerce Advertising/Social integrations (i.e. Shopify, Bigcommerce, Magento, etc..) BA/BS degree preferred in Business Administration, Computer Science or related field Work Where You Thrive This is a hybrid role. For candidates based in the Austin, TX metro area, the position follows a hybrid work model with three days per week in the office, balancing focused individual work with meaningful in-person collaboration. #LI-HYBRID #LI-MD2 (Pay Transparency Range: $108,000.00 - $162,000.00) Compensation Transparency The national base salary range for this role is posted above in this job post. Final compensation will be determined based on factors such as relevant experience, skills, qualifications and geographic location. We also consider internal equity to help ensure fair and consistent pay practices across our teams. Where applicable, this role may also be eligible for variable compensation (such as bonus or commission), equity, and benefits in accordance with local policies. Details will be shared during the hiring process. We are committed to equitable and transparent pay practices that align to market data, internal equity, and individual contribution. Inclusion and Belonging At Commerce, we believe that celebrating the unique histories, perspectives and abilities of every employee makes a difference for our company, our customers and our community. We are an equal opportunity employer and the inclusive atmosphere we build together will make room for every person to contribute, grow and thrive. We are committed to creating an inclusive and accessible hiring experience for all candidates. If you require accommodations or adjustments at any stage of the recruitment process, please let us know and we will work with you to meet your needs. Learn more about the Commerce team, culture and benefits at Experience the global growth, incredible talent, and unstoppable passion in all we do. Despite our huge success so far, we're still just getting started! Explore our history, mission and values. You'll see we're set on shaping the now - and the future - of ecommerce. We're a group of clever, committed, curious people, unleashing talent in all we do. We believe in the power of togetherness, striving at the edge of what’s possible, impacting the lives of billions of people for the better. In all we do, We Do Extraordinary—and that’s no small feat! Our people are our power. It's only through dedication, collaboration, and inspiration that we can Do Extraordinary. We're natural problem-solvers, champions of empowering businesses, and hungry learners… but we also play nerf wars in the office, support each other, and hang out outside of work. #J-18808-Ljbffr BigCommerce Pty