CX Operations Manager

About this role

Payabli is a next-generation Payments Infrastructure and Monetization Platform purpose-built for vertical software companies. Through a single, developer-friendly API with low-code embedded payment components, Payabli enables platforms to seamlessly embed, monetize, and operationalize payments—making payments a core part of their platform and business model.

By unifying payment acceptance, payment issuance, and advanced payment operations tooling, Payabli empowers software companies to manage and move money through a single infrastructure stack that delivers total control over the payments experience. Built to scale with PCI DSS 4.0 and SOC 2-compliant security, Payabli’s infrastructure delivers enterprise-grade reliability and trust while leveraging AI-driven intelligence to enhance visibility, streamline operations, and drive revenue growth.

Backed by leading fintech investors including QED Investors, Fika Ventures, TTV Capital, and Bling Capital, Payabli is setting the standard for embedded payments infrastructure powering the next generation of vertical SaaS.

As the CX Operations Manager at Payabli, you are the systems, data, and infrastructure engine behind our Client Experience organization. You'll build the reporting systems, data pipelines, QA infrastructure, and operational tooling that give leadership visibility into performance and give CX teams the tools and processes to work efficiently.

This role focuses on building and maintaining the operational infrastructure that the CX organization depends on — dashboards, health scoring, QA tooling, automation, and the CX tech stack. You'll surface insights and trends that inform decisions across Partner Success, Client Support, and Technical Support, and ensure CX leadership has the data needed for executive alignment and strategic planning.

WHAT YOU'LL DO

CX TECH STACK & AUTOMATION

- 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

CX WORKFLOWS & PROCESS OPTIMIZATION

- 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.

ANALYTICS, REPORTING & EXECUTIVE VISIBILITY

- 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

PARTNER HEALTH & PREDICTIVE ANALYTICS

- 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

STRATEGIC INITIATIVES

- 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

PARTNER HEALTH & PREDICTIVE ANALYTICS

- 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

QA INFRASTRUCTURE & REPORTING

- Build and configure QA scoring rubrics within support tooling, collaborating with CX Training & Kn

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