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Tithe.ly

Senior Manager – Customer Operations

Tithe.ly

. Establish CX priorities, OKRs, and project plans, ensuring work is scoped, prioritized, assigned, and delivered on time .

Posted 10/14/2026full-timeRemote • United StatesSenior💰 $95,000 - $125,000 per yearWebsite

Core Competencies

Role fit
Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in managing customer experience operations, including the development and execution of scalable processes, cross-functional collaboration, and effective use of CX technology tools. Proven ability to lead teams, drive operational improvements, and translate customer data into strategic insights.

Highest-signal resume keywords
CX Operations ManagementCross-Functional LeadershipSaaS Customer OperationsProject ManagementData-Driven Decision Making

ATS Keywords

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Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills
Business Systems ManagementOperational TechnologyProcess ImprovementData IntegrationCustomer Data Management
Soft Skills
Team LeadershipCoachingStrategic PlanningCommunicationAdaptability
Tools & Technologies
ZendeskHubSpotJiraPendoZapier
Certifications & Qualifications
Project Management Certification
Industry Keywords
Customer ExperienceSaaSRevenue OperationsMission-Driven OrganizationsCustomer Community

About the role

Key responsibilities & impact
  • Establish CX priorities, OKRs, and project plans, ensuring work is scoped, prioritized, assigned, and delivered on time
  • Design and continuously improve scalable CX processes that reduce friction for customers and agents
  • Balance long-term improvements with day-to-day needs and adapt priorities as needed
  • Forecast staffing and resource needs and lead cross-functional delivery of the CX Operations and Education roadmap
  • Own the strategy and effectiveness of the CX technology stack, including Zendesk, HubSpot, Assembled, Simplesat, Jira, ProsperStack, Pendo, Zapier, and internal tools
  • Ensure systems, integrations, and workflows work reliably together
  • Evaluate, implement, and drive adoption of tools that improve efficiency and customer experience
  • Build automated workflows and use AI-enabled tools to streamline agent support and eliminate manual tasks
  • Maintain customer data integrity and a reliable 360-degree customer view
  • Represent CX in cross-functional systems and data initiatives
  • Manage CX vendor relationships, renewals, contracts, and platform capabilities
  • Own CX reporting and forecasting across retention by segment, CSAT, NPS, CES, and service levels
  • Translate customer data into strategic insights for leadership decisions and quarterly board reporting
  • Synthesize customer feedback and partner with Product, Marketing, Engineering, and Data Science to identify and reduce product friction
  • Track and report on budgets, expenditures, and financial performance with CX senior leaders
  • Oversee Help Center documentation, AI-driven support initiatives, and in-app guidance
  • Lead customer and internal product education through webinars, training, and documentation
  • Coordinate cross-functional readiness for new product features and releases
  • Oversee Customer Community initiatives for church leaders and users
  • Lead processes and coordination supporting CX-led cross-selling and upselling to subscription customers
  • Lead, coach, and develop the CX Operations & Education team
  • Advance CX operational maturity across processes, systems, metrics, and forecasting
  • Build trust and guide the team through operational improvements and new ways of working
  • Report to the VP of Customer Experience

Requirements

What you’ll need
  • 5+ years managing business systems, integrations, or operational technology
  • Understanding of how platforms connect, exchange data, and support business processes
  • Proven ability to improve operations, set priorities, and drive cross-functional initiatives from planning through execution
  • Experience leading, coaching, and developing team members
  • Ability to travel 3–6 times per year
  • Stable work environment with designated workspace and access to high-speed internet
  • US-based and legally able to work full time in the US
  • Sponsorships are not available
  • Bachelor's degree in business, operations, communications, or a related field (preferred)
  • 3+ years in SaaS customer operations, revenue operations, payments, or a related technology-driven environment (preferred)
  • Project management experience through formal training, certification, or practical application (preferred)
  • Experience working in or serving churches or other mission-driven organizations (preferred)

Benefits

Comp & perks
  • Health insurance
  • Dental insurance
  • Vision insurance for your family
  • 401(k)
  • Paid time off
  • Sick leave
  • Parental leave
  • Fully remote work
  • Travel a few times per year
  • Equal opportunity employment