Manager, Customer Operations

About the role

This is an operational leadership role responsible for driving operational excellence, execution discipline, and performance visibility across post-sale customer organizations. The position oversees business operating rhythms, analytics frameworks, revenue forecasting, and capacity planning, serving as a key operational partner to customer success leadership and broader go-to-market functions.

Responsibilities

• Partner with post-sale leadership to drive operational execution, manage business operating rhythms, and enforce performance inspection frameworks.
• Establish operational structures, accountability standards, and execution discipline across customer-facing operational units.
• Manage customer lifecycle analytics, pipeline visibility, and revenue forecasting models to provide actionable insights for executive decision-making.
• Evaluate operational, customer, and financial performance data to surface trends, retention risks, and strategic growth opportunities.
• Partner with finance and revenue leadership to align broader financial targets with frontline operational goals, capacity models, and budgeting frameworks.
• Lead go-to-market operational planning, including capacity modeling, quota allocation, and operational performance management.
• Design, implement, and manage variable compensation and incentive structures aligned with organizational strategy and performance metrics.
• Lead and develop a team of operations analysts, establishing high standards for analytical rigor, data accuracy, and professional growth.
• Streamline cross-functional workflows and integrate artificial intelligence and automation tools to enhance operational efficiency and productivity.
• Deliver executive-level business reporting, root-cause analyses, and performance reviews to guide decision-making across leadership functions.

This job description is not an exhaustive list of duties and may be modified at the discretion of Simpro Group.

Requirements

• Bachelor’s degree in Business, Finance, Operations, Economics, or a related field; or equivalent practical experience.
• Demonstrated experience in customer operations, revenue operations, business operations, finance, or commercial consulting within a SaaS environment.
• Proven experience in a leadership or supervisory capacity, with a track record of developing and managing operational team members.
• Strong proficiency in designing and implementing incentive compensation structures, quota frameworks, and capacity planning models for post-sale teams.
• Extensive experience in operational planning, key performance indicator (KPI) management, pipeline forecasting, and executive-level business reporting.
• Deep technical familiarity with enterprise CRM platforms, business intelligence software, and data analytics tools.
• Active capability in utilizing artificial intelligence and automation tools to optimize operational workflows, data analysis, and decision-making processes.
• Advanced analytical, financial modeling, and problem-solving skills, with a demonstrated ability to translate complex data into practical business strategies.
• Excellent cross-functional collaboration and communication skills, with a demonstrated ability to align diverse stakeholders around operational priorities.

Benefits

• Responsible Time Off
• Comprehensive medical, dental, and vision package with 100% employer-paid options
• Additional benefits including Health Savings Account, Flexible Spending Account, Critical Illness Insurance, Hospital Insurance, Accident Insurance, Life Insurance and AD&D, and Disability Insurance available to purchase
• Wellness Challenge App, Diabetes Prevention App, and Health Hub App
• 401k/Retirement Plan with 6% employer match
• Generous Parental Leave Program
• Paid Volunteer Leave Days
• Public Holiday Exchange Scheme
• Talent Referral Program – get rewarded for referring a friend to join the team
• Diverse training and internal networking opportunities across all product lines
• Opportunities for career progression and development
• Service recognition awards