CX Operations Manager

Responsibilities

• Serve as the system administrator for the CX tech stack, including CRM, ticketing, and analytics platforms
• Manage SaaS evaluations, vendor selection, and implementation of CX tools
• Build and maintain automated dashboards for team performance, partner health, and SLA compliance
• Design and maintain data pipelines connecting CX activity to business outcomes
• Document and optimize CX workflows and business processes
• Develop partner health scoring methodologies and predictive churn models
• Configure QA scoring rubrics and generate performance reports for coaching
• Coordinate cross-functional initiatives with Engineering, Product, and Operations

Requirements

• 5-8+ years of experience in CX operations, revenue operations, or business analytics
• Experience in payments, fintech, or B2B SaaS preferred
• Proven track record of building operational infrastructure and dashboards
• Strong analytical skills with experience in data architecture and trend analysis
• Experience implementing or migrating CX tools (Intercom preferred)
• Proficiency with advanced Excel/Sheets and BI tools (Looker, Tableau, or Metabase)
• Experience designing workflows in fast-paced, scaling environments
• Strong communication skills for presenting data to leadership

Preferred Qualifications

• Experience with partner or customer health scoring models
• Proficiency with SQL, Python, or other data analysis tools
• Familiarity with AI-powered support tools and automation strategy
• Background in merchant services or financial technology operations

About the Company

Payabli is a next-generation Payments Infrastructure and Monetization Platform purpose-built for vertical software companies. Backed by leading fintech investors, Payabli enables platforms to seamlessly embed, monetize, and operationalize payments through a single, developer-friendly API.