Manager, Customer Service Operations

We're looking for a Manager of Customer Service Operations to own the operational backbone of our global Go-to-Market engine. You'll sit at the intersection of Sales, Finance, Legal, and Customer Success — making deals close faster, customer onboarding smoother, and revenue flow cleaner. This is an opportunity to make operational excellence a genuine competitive advantage for a fast-scaling, global software company. Key Responsibilities: Own the integrity of the company's bookings process end-to-end, enforcing the controls that protect revenue accuracy and support audit readiness. Drive accurate, timely billing across License, Subscription, and Professional Services contracts, reducing errors and accelerating cash collection. Champion the end-to-end Quote-to-Cash process and track KPIs (SLAs, backlog, billing accuracy, cycle times), eliminating friction across CRM, CPQ, and ERP systems and translating performance data into decisions. Manage the customer lifecycle from signature to separation — coordinating onboarding (license provisioning, welcome workflows, SLA tracking) and offboarding (contract termination, license revocation, final billing). Own license operations across customer provisioning, demo environments, and partner enablement, and partner with Sales and Customer Success on renewal quote production so no renewal falls through the cracks. Manage channel order processing and partner license fulfillment for the reseller and distributor ecosystem. Serve as the operational backbone for Sales, CS, and Finance — triaging and resolving support requests against SLAs that mean something, while providing sound judgment on non-standard terms, pricing exceptions, and commercial edge cases. Act as the senior point of escalation for billing disputes, provisioning failures, and partner issues, and support the design and delivery of training programs that scale with the business. Manage and develop a team of 2 operations professionals across global markets, coaching and building a team people are proud to be part of. Lead cross-functional improvement initiatives with Transformation, IT, RevOps, and Finance to drive automation, and champion data integrity and audit/internal control documentation across operational workflows.