at SupplyPike, Inc. in Rogers, Arkansas, United States
Job Description
Position Title: Manager I, Customer Operations, Revenue Recovery
Job ID: R-000135
Location: US AR Rogers Office
Posting Type: Full time | Full time
Description:
SPS Commerce is a leading provider of cloud-based supply chain management solutions, serving a global network of retail trading partners. We foster a collaborative and inclusive work environment where innovation and continuous improvement are highly valued. Join SPS Commerce and be part of a dynamic team that's transforming the global retail supply chain!
Position Summary:We are seeking a customer-focused, detail-oriented Manager of Customer Operations to lead the operational backbone of our Revenue Recovery Customer Success organization. This role is both externally impactful, ensuring a seamless, high-quality customer experience, and internally strategic, driving consistency, scalability, and operational excellence across Customer Success.The Manager of Customer Operations, Revenue Recovery, will lead a team of Revenue Recovery Customer Operations Project Coordinators responsible for key processes, including new customer data onboarding, recovery audits, up-sell, cross-sell, renewals, and churn processing, as well as managing external-facing customer educational resources. This role also oversees Customer Success systems, processes, and documentation, maintains data integrity, and collaborates cross-functionally to continuously optimize operational efficiency and elevate the overall customer experience.
This role is ideal for a strong customer-focused leader who enjoys building structure, optimizing processes, and translating operational rigor into meaningful customer outcomes.
Key Responsibilities
- Lead and develop the Revenue Recovery Customer Operations team, fostering accountability, growth, and high performance.
- Oversee Revenue Recovery Customer Success operational workflows, ensuring timely, accurate, and customer-centric execution.
- Manage and optimize systems, tools, and data to support scalable, efficient operations.
- Drive process improvements, standardization, and documentation to enhance team efficiency and customer experience.
- Collaborate cross-functionally to align operations with organizational goals and deliver a seamless experience for customers.
- Manage customer-facing resources and communications, ensuring quality, relevance, and alignment to customer needs.
- Support training, enablement, and operational readiness for Customer Success team members.
- Plan and execute team programs and initiatives that drive operational excellence and customer impact.
Qualifications
- 3-5 years of experience in Customer Success, Operations, or a related customer-focused operations role.
- Strong understanding of Customer Success motions, including onboarding, renewals, churn, and lifecycle management.
- Hands-on experience administering CS platforms and CRMs (e.g., Vitally, Gainsight, Salesforce, or similar).
- Exceptional organizational, documentation, and process design skills.
- Strong cross-functional collaboration skills with the ability to influence without authority.
- Customer-first mindset with the ability to balance operational rigor and flexibility.
- People management experience and experience leading projects/cross-functional initiatives preferred, but not required.
What Success Looks Like
- Customer Operations runs smoothly, predictably, and at scale.
- CS leaders, CSMs, and AMs trust and rely on opera
Equal employment opportunity, including veterans and individuals with disabilities.PI281770383
