Manager, Customer Operations

Job Context

The Manager, Customer Operations is an operational leadership role responsible for driving operational excellence, execution discipline, and performance visibility across post-sale customer organizations. Operating as a key operational partner to customer success leadership and broader go-to-market functions, this position oversees business operating rhythms, analytics frameworks, revenue forecasting, and capacity planning. The incumbent leads a team of operations analysts to translate complex customer and financial data into actionable insights, ensuring alignment between strategic business objectives and frontline operational target execution.

What You'll Do

• Partners with post-sale leadership to drive operational execution, manage business operating rhythms, and enforce performance inspection frameworks.
• Establishes operational structures, accountability standards, and execution discipline across customer-facing operational units.
• Manages customer lifecycle analytics, pipeline visibility, and revenue forecasting models to provide actionable insights for executive decision-making.
• Evaluates operational, customer, and financial performance data to surface trends, retention risks, and strategic growth opportunities.
• Partners with finance and revenue leadership to align broader financial targets with frontline operational goals, capacity models, and budgeting frameworks.
• Leads go-to-market operational planning, including capacity modeling, quota allocation, and operational performance management.
• Designs, implements, and manages variable compensation and incentive structures aligned with organizational strategy and performance metrics.
• Leads and develops a team of operations analysts, establishing high standards for analytical rigor, data accuracy, and professional growth.
• Streamlines cross-functional workflows and integrates artificial intelligence and automation tools to enhance operational efficiency and productivity.
• Delivers 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.

What You'll Bring

• 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.

What We Can Offer You

• Responsible Time Off

• Comprehensive medical, dental, 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 our team!

• Diverse training & internal networking opportunities across all of our product lines

• Opportunities for career progression and development

• Service recognition awards

• Click here to find out more about working at Simpro Group!

Our Core Values

We Are One Team

We Are Customer Centric

We Are Growth Minded

We Are Accountable

We Celebrate Success

Simpro, AroFlo, BigChange & ClockShark are equal opportunity employers with a best-of-class onboarding program and supportive team environments. This means that we want everyone to feel welcome with us and to provide equal opportunities for everyone, regardless of age, disability, gender reassignment, marriage and civil partnership, pregnancy and maternity, race, religion or belief, sex or sexual orientation, or any other non-performance factor.

If you'd like to join a fun and progressive organization, where there are opportunities to develop your career, please apply now with your CV/resume.

• Please note, no agencies will be accepted in the recruitment of this role.