About Us

Civix delivers software and services to transform the public sector, including solutions in the elections, ethics, business registration, and grants administration areas. Our name represents our civic commitment to helping clients succeed, because when they do, it enables them to make a positive impact in the lives of the people they serve.

Civix is a dynamic and growth-oriented software company committed to delivering cutting-edge solutions to our clients. We pride ourselves on our innovation, commitment to customer success, and operational excellence. We are seeking a highly skilled and experienced Operations Manager to join our team and drive operational efficiency across our implementation, customer support and customer success functions.

 

About the Role

The Customer Operations Manager will be responsible for overseeing and enhancing the operational effectiveness of the company’s support, delivery, and account management / customer success functions. This position plays a critical role in managing the day-to-day operations of the customer support team, as well as defining, documenting, and ensuring consistent execution of our implementation methodology to ensure a seamless and positive experience for our customers.

This role will work cross functionally with Sales, Product Management, Product Development, and Finance to ensure that customers needs and being met, the necessary tools are in place to maximize success, and the team is firing on all cylinders.

Key Responsibilities

· Operational Management of Customer Support 

o Lead and manage the customer support function, ensuring timely and effective resolution of customer inquiries and issues.

o Establish and track performance metrics for the support team, including response time, issue resolution, and customer satisfaction scores.

o Develop and implement processes to improve customer support workflows, ensuring consistency, quality, and responsiveness across all support channels (email, phone, chat, etc.).

o Collaborate with product and engineering teams to escalate and resolve technical issues and ensure timely communication with customers.

· Documenting and Defining Implementation Methodology

o Lead the formalization, documentation, and ongoing refinement of the company’s implementation methodology.

o Ensure that the methodology is clear, consistent, and scalable, reflecting industry best practices and tailored to the company’s products and services.

o Collaborate with cross-functional teams to align methodology with product development, sales, and customer success goals.

· Ensuring Consistent Execution of Implementation Methodology

o Oversee the application of the implementation methodology across all lines of business and all customer projects, ensuring that teams adhere to defined processes and standards.

o Monitor and evaluate the success of each project phase to ensure projects are delivered on time, within scope, and meet quality standards.

o Identify process gaps and continuously work to streamline and improve the methodology to enhance operational efficiency and customer satisfaction.

· Team Leadership and Development

o Lead, mentor, and develop a high-performing operations team, including support staff, project managers, implementation specialists, and customer success managers.

o Provide guidance, training, and support to ensure the team understands and follows operational processes.

o Foster a culture of continuous improvement, collaboration, and accountability.

· Cross-Departmental Collaboration

o Work closely with the sales, product, engineering, and finance teams to align operational activities with overall business goals and customer needs.

o Ensure smooth handoffs between sales, implementation, and support teams, promoting effective communication and collaboration across departments.

· Reporting and Analytics

o Develop and maintain operational performance reports, tracking key performance indicators (KPIs) related to implementation and customer support.

o Provide insights and recommendations to the leadership team to drive operational improvements and achieve company objectives

Required Qualifications

• 5+ years of experience in managing customer operations, with at least 3 years in a leadership role within the software or technology industry.
• Bachelor’s degree in business administration, Operations Management, or a related field (MBA preferred).
• Experience with CRM, support tools, and project management software (e.g., HubSpot, Salesforce, Zendesk, Jira).
• Strong understanding of customer support best practices, implementation methodologies, and project management processes.
• Proven experience in managing cross-functional teams and driving operational excellence.
• Exceptional communication, leadership, and interpersonal skills.
• Analytical mindset with the ability to translate data into actionable insights.
• Ability to thrive in a fast-paced, dynamic environment while maintaining a focus on quality and customer satisfaction.
  
   

Preferred Qualifications

• Proven experience in GovTech
• Specific prior experience utilizing HubSpot and ServiceHub to manage customer operations
• PMP certification
• Experience collaborating within an agile software development environment

Interested? Apply today!

If you're an Operations-minded professional who is passionate about the Customer Experience and looking to join a fast-paced team, we would love to hear from you. Please submit your resume and cover letter, and include examples of past achievements in operations management, particularly in the context of customer support, software implementation, and customer success.