Senior Manager

• Own the weekly and monthly health view across all top-tier customer accounts — tracking total ticket volume, L1/L2 vs L3 split, reopen rates, and trend lines
• Go beyond dashboards — synthesize data into narratives: what is deteriorating, what is improving, what needs immediate leadership attention
• Identify early warning signals before they escalate to senior management — surface patterns across customers that indicate systemic issues vs one-off events
• Build and maintain a customer stability framework (watch / stabilizing / stable / super-stable) and publish a weekly state-of-the-fleet summary

Cross-Functional Coordination

• Partner with Engineering, Product, Professional Services, and CS leads to translate insights into action — own the follow-through, not just the slide
• Track open action items from leadership reviews and ensure accountability across functions
• Support task force reviews for high-volume accounts — bring the data, facilitate the discussion, track outcomes

Metrics & Benchmarking

• Define and maintain operational KPIs: tickets per user per month, L3 escalation rate, bot deflection rate, mean time to resolution by category
• Benchmark customer performance against internal targets and flag deviations proactively
• Build the measurement infrastructure for new initiatives — AI ticket deflection, admin self-service, automated retry engines

Reporting & Stakeholder Communication

• Prepare crisp executive-ready summaries for leadership reviews — weekly ops reviews, mid-month check-ins, QBRs
• Act as the single source of truth for CS&S operational data — eliminate conflicting numbers across teams
• Design and maintain a living operational playbook capturing root cause patterns, resolution templates, and scaling learnings from key accounts

In 90 days, you will have established a single, trusted operational dashboard that leadership relies on for weekly reviews. You will have identified the top 3 systemic issues driving ticket volume and presented a prioritized action plan. You will be the person everyone calls when they need to understand what is actually going on.

Experience

• 7–10 years of experience in operations, business intelligence, or customer success operations — ideally in a B2B SaaS or enterprise software environment
• Proven track record of building insight functions from scratch, not just inheriting existing reports
• Experience working with support/ticketing platforms (Jira, Zendesk, Salesforce Service Cloud, or equivalent)
• Prior exposure to enterprise procurement, ERP, or supply chain platforms is a strong plus

Skills

• Strong analytical skills — comfortable working with large, messy datasets and distilling them into clear stories
• Excellent written and verbal communication — you can write a crisp 5-line executive summary as well as a detailed root-cause analysis
• Proficiency in Excel/Google Sheets at minimum; SQL or BI tools (Power BI, Tableau, Looker) strongly preferred
• Structured thinker who can hold complexity without losing the thread
• High ownership mindset — you follow through without being chased

Mindset

• Intellectually curious — you ask why, not just what
• Comfortable working in ambiguity and building processes where none exist
• Collaborative but direct — willing to call out what the data is saying, even when it is uncomfortable
• Calm under pressure, especially when leadership attention is high