Manager, Commercial Operations & Governance

THE ROLE

Lead the Customer Satisfaction (CSAT) Center of Excellence within the Monetization organization to transform how Everpure measures and optimizes customer success. In this role, you will establish strategic governance frameworks across CapEx and subscription workflows, driving the end-to-end operational rigor needed to secure actionable customer insights. Collaborating closely with Business Intelligence, Legal, Finance, Customer Experience and Customer Success, you will serve as the core decision-maker for resolution strategies that directly impact global retention and monetization growth.

WHAT YOU'LL DO

• Drive the CSAT Transformation Initiative: Own the design, milestones, and execution of the CSAT governance framework across CapEx and subscription workflows to ensure process integrity and mitigate operational risk.
• Deliver Executive Visibility: Architect and oversee the delivery of weekly leadership reporting and real-time dashboards in Tableau and ServiceNow, translating complex customer data into actionable trend recommendations for senior stakeholders.
• Lead and Scale Team Capabilities: Directly manage and coach a dedicated team of Customer Satisfaction Center of Excellence (CSAT COE) Analysts, defining clear roles, performance priorities, and professional growth pathways aligned with company objectives.
• Orchestrate Cross-Functional Resolutions: Foster strategic alignments with Legal, Finance, and Business Intelligence to enforce documentation standards, complete system audits, and successfully operationalize complex customer resolutions.

WHAT YOU BRING

• People & Program Leadership: Proven ability to manage, coach, and scale analytical professionals while successfully steering cross-functional transformation initiatives.
• Strategic Governance & Analytical Frameworks: Deep expertise in operational process design, data governance, and lifecycle management within enterprise ecosystems like ServiceNow and Tableau.
• Strategic Planning & Customer Satisfaction (CSAT) Transformation: Strong capability to design end-to-end strategic planning frameworks and operational governance models that restructure, mature, and elevate CSAT tracking and performance methodologies across both product and subscription ecosystems.
• Executive Communication & Influence: Strong capability to synthesize data trends and risk profiles into compelling presentations and frameworks for senior leadership and multi-disciplinary stakeholders.
• Location: We are primarily an in-office environment and therefore, you will be expected to work from the Santa Clara, CA office in compliance with Everpure’s policies, unless you are on PTO, or work travel, or other approved leave.

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