Customer Operations Manager

About this role

Do you want to understand how a business actually works, fix what is broken, and build the processes that make good execution repeatable? This might be for you.

##### About the role

As Customer Operations Manager at Keepit, your job is to make the operating model visible — and then improve it. Most of how we operate today lives in people’s heads. That works at a certain size. It stops working when you are trying to scale, improve enterprise readiness, or bring new people up to speed quickly.

You will map how work actually gets done across the customer journey, surface where it breaks down, and drive the fixes. This is not a documentation project with a finish line. It is an ongoing operational role with a clear first mission and growing scope as the function matures. You will report directly to the Head of Customer Experience.

You will:

• Conduct structured discovery across CX, Sales, SE, Support, and Renewals to understand how processes actually work — not how they were designed to work.

• Document standard operating procedures across the full customer journey: onboarding, health management, escalation, renewal, expansion handoffs, and offboarding.

• Build and maintain a prioritised gap register — a clear view of which missing or broken processes carry the highest risk to CX and enterprise readiness.

• Drive resolution of those gaps — designing processes where none exist, fixing ones that are inconsistent, and facilitating cross-functional alignment where ownership is unclear.

• Maintain a living SOP library that teams actually use — governance, versioning, and adoption are part of the job.

• Surface regular process improvement insights to CX leadership — patterns, recurring failure points, and structural risks grounded in what you observe.

• Own how new operational motions get designed and embedded as Keepit scales.

##### About you

Must-haves:

• Several years in an operational role in a SaaS or B2B environment — CS Ops, Revenue Ops, C...