CX Operations Manager

Payabli 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.

About the role

• 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.
• 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.

Responsibilities

• Serve as the system administrator and super user of all CX systems and platforms — designing and configuring features that align with department KPIs and improving 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.

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.

What You'll Do

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

Required Experience & Skills

• 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

• 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.
• 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.