CX Operations Manager

CX Operations ManagerPayabli is a next-generation Payments Infrastructure and Monetization Platform purpose-built for vertical software companies. Through a single, developer-friendly API with low-code embedded payment components, Payabli enables platforms to seamlessly embed, monetize, and operationalize payments—making payments a core part of their platform and business model.By unifying payment acceptance, payment issuance, and advanced payment operations tooling, Payabli empowers software companies to manage and move money through a single infrastructure stack that delivers total control over the payments experience. Built to scale with PCI DSS 4.0 and SOC 2-compliant security, Payabli's infrastructure delivers enterprise-grade reliability and trust while leveraging AI-driven intelligence to enhance visibility, streamline operations, and drive revenue growth.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.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.CX Tech Stack & AutomationServe 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 efficiencyManage 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 capabilitiesStay informed of technological developments, best-in-class tooling, and new feature launches to inform CX system strategyCoordinate with Engineering, Product, and company Operations on cross-functional initiatives that impact CX tooling and workflowsCX Workflows & Process OptimizationDocument 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 scalesSurface automation opportunities and process inefficiencies through data analysis, and implement approved solutions in coordination with CX leadershipEvaluate 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 VisibilityBuild and maintain automated dashboards and reporting for CX leadership — team performance, partner health, ticket trends, SLA compliance, and operational KPIsBuild and maintain the data architecture and pipelines that connect CX activity to business outcomes, ensuring data is accessible and structured for analysisGenerate data-driven insights for QBRs, executive reviews, and board-level reportingAnalyze ticket trends, escalation patterns, and resolution data to surface product issues, process breakdowns, and resource gapsDeliver regular performance reporting that supports executive alignment and strategic planningPartner Health & Predictive AnalyticsEnhance and manage the partner health scoring methodology — ensuring scores are accurate, actionable, and consistently maintained across the partner portfolioHelp build predictive churn and expansion models that enable proactive intervention by Partner Success ManagersMonitor partner health indicators across the portfolio and flag at-risk accounts to CX leadership before issues escalateBuild 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 opportunitiesStrategic InitiativesMaintain the operational cadence of CX — recurring reports, metric reviews, process documentation, and operational housekeepingExecute on strategic initiatives directed by CX leadership — from new tool rollouts to process redesigns to cross-functional projectsCoordinate cross-functional initiatives with Operations, Product, and Engineering that require CX operational input or alignmentQA Infrastructure & ReportingBuild 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 teamsTrack QA trends over time and surface patterns that inform training priorities and process improvements in collaboration with CX Training & Knowledge Specialist.What You BringRequired Experience & Skills5-8+ years of experience in CX operations, revenue operations, business operations, or analytics roles, preferably in payments, fintech, or B2B SaaSProven track record of building dashboards, reports, and operational infrastructure that drive decision-makingStrong analytical skills — comfortable with data architecture, trend analysis, and translating data into actionable insightsExperience 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 environmentStrong communication skills — ability to present data clearly to leadership and translate operational needs across technical and non-technical teamsSelf-starter mentality with the ability to work independently, manage competing priorities, and build systems from the ground upNice to HaveExperience with partner or customer health scoring models and predictive analyticsBackground in payments, merchant services, or financial technology operationsFamiliarity with AI-powered support tools and automation strategyProficiency with SQL, Python, or other data analysis toolsExperience building or configuring QA scoring infrastructure within support platformsWho You AreData-Obsessed: You believe every operational decision should be grounded in data, and you're the person who builds the systems to make that possibleA Systems Thinker: You see the connections between tools, processes, and outcomes — and you optimize the whole system, not just individual piecesProactive: You don't wait for leadership to ask for a report — you surface the insight before they know they need itDetail-Oriented: You understand that "little things count" — a misconfigured workflow or inaccurate dashboard erodes trust across the orgCollaborative: You work seamlessly with CX team leads and cross-functional partners to ensure operations serve the people doing the workEfficiency-Driven: You're constantly looking for ways to automate, streamline, and eliminate manual work so the team can focus on what mattersSuccess MetricsDashboard & 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 truthPartner Health Accuracy: Health scores are consistently maintained, predictive of actual outcomes, and actively used by PSMs for proactive account managementQA Infrastructure: QA scoring rubrics are configured, maintained, and generating reports that CX team leads actively use for coachingProcess Efficiency: Process recommendations adopted by CX leadership result in measurable reduction in manual work, faster resolution workflows, and improved team throughputTool Adoption: