CX Operations Manager

Serve as the system administrator and super user of all CX systems and platforms — designing and configuring features that align with department KPIs and improve team productivity, accuracy, and efficiency

Manage the CX tech stack — Lead SaaS evaluations, vendor selection, implement, and maintain the tools that CX teams depend on (CRM, ticketing, knowledge platforms, analytics, QA).

Measure AI tool performance across CX — track impact, identify new use cases, and surface opportunities to expand AI-powered capabilities

Stay informed of technological developments, best-in-class tooling, and new feature launches to inform CX system strategy

Coordinate with Engineering, Product, and company Operations on cross-functional initiatives that impact CX tooling and workflows

Document and maintain CX workflows and business processes and/or business process documentation across Partner Success, Client Support, and Technical Support, ensuring process documentation stays current as the organization scales

Surface automation opportunities and process inefficiencies through data analysis, and implement approved solutions in coordination with CX leadership

Evaluate CX processes based on operational data — identifying bottlenecks, manual work, and throughput constraints — and present recommendations to CX leadership for approval to build and implement solutions.

Build and maintain automated dashboards and reporting for CX leadership — team performance, partner health, ticket trends, SLA compliance, and operational KPIs

Build and maintain the data architecture and pipelines that connect CX activity to business outcomes, ensuring data is accessible and structured for analysis

Generate data-driven insights for QBRs, executive reviews, and board-level reporting

Analyze ticket trends, escalation patterns, and resolution data to surface product issues, process breakdowns, and resource gaps

Deliver regular performance reporting that supports executive alignment and strategic planning

Enhance and manage the partner health scoring methodology — ensuring scores are accurate, actionable, and consistently maintained across the partner portfolio

Help build predictive churn and expansion models that enable proactive intervention by Partner Success Managers

Monitor partner health indicators across the portfolio and flag at-risk accounts to CX leadership before issues escalate

Build and maintain the data infrastructure required to analyze processing volumes, merchant concentration, approval rates, and revenue trends — ensuring the right data is accessible and structured to surface growth and retention opportunities

Maintain the operational cadence of CX — recurring reports, metric reviews, process documentation, and operational housekeeping

Execute on strategic initiatives directed by CX leadership — from new tool rollouts to process redesigns to cross-functional projects

Coordinate cross-functional initiatives with Operations, Product, and Engineering that require CX operational input or alignment

Build and configure QA scoring rubrics within support tooling, collaborating with CX Training & Knowledge Specialist.

Generate and maintain QA reports that CX team leads use to coach their teams

Track QA trends over time and surface patterns that inform training priorities and process improvements in collaboration with CX Training & Knowledge Specialist.

Experience with partner or customer health scoring models and predictive analytics

Background in payments, merchant services, or financial technology operations

Familiarity with AI-powered support tools and automation strategy

Proficiency with SQL, Python, or other data analysis tools

Experience building or configuring QA scoring infrastructure within support platforms

Data-Obsessed: You believe every operational decision should be grounded in data, and you're the person who builds the systems to make that possible

A Systems Thinker: You see the connections between tools, processes, and outcomes — and you optimize the whole system, not just individual pieces

Proactive: You don't wait for leadership to ask for a report — you surface the insight before they know they need it

Detail-Oriented: You understand that "little things count" — a misconfigured workflow or inaccurate dashboard erodes trust across the org

Collaborative: You work seamlessly with CX team leads and cross-functional partners to ensure operations serve the people doing the work

Efficiency-Driven: You're constantly looking for ways to automate, streamline, and eliminate manual work so the team can focus on what matters

Dashboard & Reporting Coverage: Automated dashboards in place for all core CX KPIs — team performance, SLA compliance, partner health, and ticket trends — with leadership using them as the primary source of truth

Partner Health Accuracy: Health scores are consistently maintained, predictive of actual outcomes, and actively used by PSMs for proactive account management

QA Infrastructure: QA scoring rubrics are configured, maintained, and generating reports that CX team leads actively use for coaching

Process Efficiency: Process recommendations adopted by CX leadership result in measurable reduction in manual work, faster resolution workflows, and improved team throughput

Tool Adoption: CX tech stack is well-maintained and delivering measurable value; AI tools showing quantifiable impact on team efficiency

The responsibilities of this role will evolve with the business. As Payabli scales, the operational complexity and strategic importance of this function will grow over time.

We think you'll love being part of our team because we’re a values driven company that cares deeply about our team, partners, and customers. Our north star values are:

🤝 Team Love = Customer Love — You understand that when you build great products for your internal partners, they deliver exceptional experiences to merchants. You obsess over the platform partners and businesses that depend on every payout landing on time.

🔥 Run to the Fire — When ACH returns spike or a card program hits a snag, you're the first one in the war room. You don't shy away from hard problems—you chase them. You volunteer for the complex, messy challenges others avoid.

🔍 Little Things Count — You sweat the details because you know a single decimal error in a payout can damage a business. You double-check edge cases, validate every assumption, and understand that excellence lives in the details.

💎 Truth Seekers — You give direct feedback, receive it with grace, and never let ego get in the way of finding the right answer. You document what you don't know, admit mistakes quickly, and hold yourself accountable in the open.

🚀 R elentlessly Curious — You're constantly asking "what if?" and "why not?" You study how competitors solve problems, explore adjacent industries for inspiration, and never stop learning about the payments ecosystem.

We build technology that gets noticed and a workplace where people want to grow their careers.. Our work has been recognized by some of the industry’s most respected organizations, including the 2026 Forbes Fintech 50 list , which highlights the most innovative private companies in financial technology, Inc.’s 2026 Best Workplaces , and Built In’s 2026 Best Places to Work in Miami .

Competitive salary

Stock options with the potential to unlock more equity as we grow

Flexible PTO and paid parental leave

Medical, dental, & vision insurance

401K, HSA, pre-tax savings programs

We're eager to hear from you if you're interested in getting in at ground level in a fast-growing, exciting Fintech company!

Payabli is an equal opportunity employer and values a diverse, inclusive workplace.

Principals only. No external agency submissions. Candidates must apply directly; We will not accept submissions from third-party recruiters or staffing agencies.