Senior Operations Manager

About Mobile Commons Mobile Commons is a SaaS mobile messaging platform serving predominantly nonprofits, advocacy organizations, labor groups, and civic institutions. Our product suite supports organizations that use SMS, MMS, and emerging channels like RCS to reach and mobilize their audiences. The company operates independently following its 2025 separation from Upland Software. The Role The Senior Operations Manager owns the systems, vendors, and business processes Mobile Commons runs on — and the roadmap for making them better. This is a senior, hands‑on role for an operator who moves comfortably between strategy and execution: owning the vendor and procurement function outright, managing our outsourced delivery partner and customer support team, running the operational cadence behind compliance and IT, and producing the analysis the executive team makes decisions from. The role exists because operational ownership at Mobile Commons is currently distributed across the executive team. The Chief Technology Officer owns IT and security, and the Security & Compliance Officer owns risk and certification decisions. This role is the operator who makes those programs run on schedule, and the single owner of the vendor, contract, procurement, and partner‑management work that has no home today. The ideal candidate owns problems no one else claims and returns with a recommendation, not a status update. The role reports directly to the CEO and partners closely with the CTO, CRO, Security & Compliance, Finance, and HR. Key Responsibilities Vendor, Contract & Procurement Own the vendor and contract portfolio end to end: renewal calendar, auto‑renewal exposure, in‑flight disputes and terminations, and the next action date on every open item Lead the SaaS cost optimization program — carry forward savings achieved to date, work the remaining vendor triage list, and report realized savings to the executive team Own and complete the procurement workflow rebuild (SharePoint / Power Automate) so requests, approvals, and spend commitments run through a documented process the company can operate without you Run vendor diligence and onboarding: commercial terms, security review intake, and handoff of risk classification to the Security & Compliance Officer for decision Manage license and entitlement footprint against budget, including the Microsoft 365 seat consolidation and reseller relationship Own telephony and infrastructure vendor migrations, including moving company numbers and the IVR off the current provider onto a right‑sized platform at materially lower cost Outsourced Partner & Support Operations Own the relationship with our outsourced delivery partner: account cadence, SOW and commercial terms, resource allocation, escalation path, and performance against expectations Manage the customer support team, including the follow‑the‑sun coverage model across Warsaw, EDT, and PDT, and ensure coverage aligns with employee schedules Own support operations and tooling — Zendesk configuration, ticket monitoring integrations with PagerDuty, and the escalation process for named enterprise accounts Complete the Help Center migration to Zendesk: agree the new structure, run the remaining article migration, and take the customer‑facing FAQ site live Report support performance to the executive team and connect it back to retention Business Operations & Analysis Own recurring executive and board‑level reporting — revenue, retention, pipeline, support, headcount, and vendor spend — along with the underlying data definitions, so the numbers reconcile across systems Establish and run the operating cadence: KPI reviews, ELT reporting, and the metrics dictionary that keeps reporting consistent quarter over quarter Partner with Finance team on budget vs. actual, SaaS and vendor spend, cash forecasting inputs, and unit economics Lead cross‑functional initiatives from problem definition through implementation and adoption, including process redesign across Revenue, Finance, and Support Turn open‑ended executive questions into analysis and a clear recommendation with tradeoffs stated Set direction on shared operational workstreams and serve as the senior operational reference point for the Operations Associate Systems, Automation & AI Own the tech‑stack roadmap: which systems the company runs on, how they integrate, and what gets consolidated or retired Act as business owner for the core stack — Salesforce, Jira, Confluence, Zendesk, MS365, and Claude — including data model, permissions, and workflow design, working with dedicated administrators where they exist Own revenue systems architecture: lead routing and capture, opportunity and renewal hygiene, forecast fields, and the ARR/NRR reporting methodology built on top Design and strategize internal automation: system integrations, AI and agentic workflows, and reporting pipelines that replace manual reporting and handoffs Set standards for AI tooling across the company — where it is used, how outputs are reviewed, and what data may be put into it Maintain the integration and automation inventory, including third‑party OAuth grants, so nothing is running unowned Compliance & Risk Operations Risk classification, certification decisions, and audit positions are owned by the Security & Compliance Officer. This role owns the operational execution that keeps those programs on schedule: Run the operating cadence for the Vendor Management Policy and quarterly User Access Reviews, including evidence collection and closure of findings Own the certification and audit calendar — ISO 27001 surveillance, SOC 2 Type II follow‑up on prior‑period findings, customer‑required sustainability assessments, and UK public‑sector certifications — driving deadlines, evidence packaging, and remediation follow‑through to closure Own employee lifecycle controls alongside IT: provisioning, equipment, access, and same‑day offboarding, plus the documented evidence trail each one requires Maintain the policy library and its annual review cycle, and drive attestation and security training completion to 100% Support customer security questionnaires, DPAs, and vendor security reviews Maintain the risk register and report open findings, aging, and owners to the executive team Website & Digital Operations Own mobilecommons.com end to end as both technical and business owner: hosting account, theme and build status, agency or contractor relationships, and release coordination Own web forms, lead capture, routing, and tracking, in partnership with Revenue and Marketing Maintain the internal knowledge base of playbooks, and process documentation, and hold process owners accountable for keeping theirs current Salary range: $120,000–$150,000 plus discretionary Bonus, depending on experience #J-18808-Ljbffr