{"id":4224188,"url":"https://alion.io/job/vertex-senior-manager-customer-operations","title":"Senior Manager, Customer Operations","company":{"id":58884,"name":"Vertex","domain":"vertexinc.com","url":"https://alion.io/company/vertexinc","size_band":"1001-5000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Workday","truth_index":{"grade":"B","score":79,"open_postings":6,"ghost_share":0,"stale_share":0.833,"repost_share":0,"time_to_fill_p50_days":27,"computed_at":"2026-11-12T10:38:37Z"}},"role":"Customer Success","role_family":"Customer Success","seniority":"senior","employment_type":"full_time","work_mode":"remote","remote_scope":"stated_countries","remote_scope_basis":"board_field","remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["United States"],"countries":["US"],"hiring_countries":["US"],"hiring_countries_total":1,"salary":{"min":131600,"max":171100,"currency":"USD","period":"year","gross":null,"usd_annual":171100},"salary_estimate":null,"experience_years_min":10,"visa_sponsorship":false,"relocation_package":false,"has_equity":true,"technologies":[{"name":"ITIL","optional":true}],"status":"live","first_seen_at":"2026-11-12T00:00:00Z","employer_posted_date":"2026-11-12","last_verified_at":"2026-11-13T07:01:42Z","board_verified":true,"closed_at":null,"days_open":1,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":1},"description":"Job Description:\nSummary\nWe are looking to hire two roles; one will be dedicated to managing an East Coast regional team and one will be dedicated to managing a West Coast regional team. This will be determined by employee location.\nSenior leadership role will be accountable for the day-to-day performance and continued development of assigned Technical Customer Support teams; leads Technical Support Analysts and owns key service outcomes across case execution, workload management, team capacity, and adoption of new workflows and products.\nExercises independent judgment with urgency; uses dashboards, case data, customer feedback, and operational trends to identify emerging risks, recurring issues, and performance gaps, and translates those insights into measurable, timely actions.\nLeads the response to significant customer escalations by establishing clear ownership, aligning technical and business resources, maintaining effective communication, and driving issues to appropriate resolution.\nPartners cross-functionally with Development, Product, Operations, Quality, and IT to accelerate resolution of customer-impacting issues, improve supportability, and reduce repeat problems.\nDrives consistent case-management practices - including prioritization, case hygiene, aging controls, and escalation management - and builds scalable operating mechanisms, quality controls, and knowledge resources that enable consistent, high-quality service delivery.\nWorks with Global Support Leadership to translate departmental objectives into tactical and operational plans; prepares and presents accurate performance updates to senior leadership, including trends, risks, corrective actions, and resource considerations.\nBuilds a customer-focused, accountable, and inclusive team culture; leads organizational change with clear communication, stakeholder alignment, practical execution plans, and disciplined follow-through.\nRequired Qualifications\n10+ years of experience in enterprise Customer Support, Technical Support, or Service Management, including significant experience leading technical support organizations.\n5+ years of people leadership experience, with demonstrated experience directly leading Technical Support Analysts or other technical support professionals.\nDemonstrated experience managing Support KPIs, customer escalations, case backlogs, and cross-functional resolution efforts in a technical support environment.\nTechnical credibility in enterprise SaaS environments; ability to lead technical teams, engage constructively with engineers, and translate complex technical issues into customer and business impact without serving as the primary hands-on technical resource.\nStrong analytical and operational capability, including proficiency interpreting dashboards, case trends, performance data, and customer feedback to drive data-informed decisions and measurable outcomes.\nExcellent written, verbal, presentation, and stakeholder-management skills, including effective communication with customers, cross-functional partners, and senior leadership.\nBachelor's degree in a relevant field, or equivalent combination of education and relevant professional experience.\nPreferred Qualifications\nExperience applying automation, AI-enabled tools, or advanced analytics to improve support operations, service quality, and the customer experience.\nOne or more service or project-management certifications, such as ITIL, HDI, or PMI.\nDemonstrated experience with operations excellence, quality management, continuous improvement, and change-management practices within a technical support function.\nFamiliarity with digital customer-service delivery across multiple support channels and self-service capabilities.\nExperience preparing and managing operational budgets, reviewing variances, and implementing corrective actions in a support operations context.\nEquivalent combination of education, training, and relevant professional experience accepted in lieu of a formal degree.\nCOMMENTS:\nThe above statements are intended to describe the general nature and level of work being performed by individuals in this position. Other functions may be assigned, and management retains the right to add or change the duties at any time.\nVertex Values: Together We Win\nWe're building a team of people who are passionate about making an impact for our customers and committed to how that impact is achieved. Our values define the behaviors, mindset, and culture that make Vertex a great place to grow and do meaningful work.\nPlay to Win or We Don't Play - If we choose to do something, we're choosing to do it because we plan to win. That mindset raises our bar on product quality, customer outcomes, and how we show up for one another.\nWork As a Team, Putting the Customer At the Core - Our customers are our true north. Whatever your role, ask: how will this help a customer succeed today? We earn trust through outcomes, not promises.\nAchieve Excellence With Integrity, Speed, and Agility - The market isn't slowing down. We'll move faster, adapt quickly, and never compromise on doing things the right way - for teammates, customers, and partners.\nInnovate Boldly With a Growth Mindset - Progress demands smart risk. We'll try new approaches, learn fast, and keep pushing the boundaries - especially where AI can remove friction and unlock value.\nCommunicate with Care, Candor and Transparency - Honest, constructive conversations make us better. Let's speak plainly about what's working and what isn't and help each other improve.\n Pay Transparency Statement:\nUS Base Salary Range: $131,600.00 - $171,100.00Base pay offered to new hires may vary based upon factors including relevant industry and job-related skills and experience, geographic location, and business needs.* The range displayed does not encompass the full potential of the role, which allows for further growth and career progression.\nIn addition, as a part of our total compensation package, this role may be eligible for the Vertex Bonus Plan (VOB), a role-specific sales commission/bonus, and/or equity grants.\nLearn more about Life at Vertex and connect with your recruiter for more details regarding Vertex's compensation and benefit programs.\n*In no case will your pay fall below applicable local minimum wage requirements.","description_format":"text","description_chars":6309,"description_truncated":false,"requirements":{"experience_years_min":10,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":{"level":"bachelor","optional":false},"security_clearance":false,"languages":[]},"benefits":["Equity"],"hiring_locations":[{"name":"United States","iso":"US","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["Accounting & Tax Software"],"lifecycle":[{"event":"open","at":"2026-11-13T07:01:42Z"}],"visa":[],"liveness":{"score":86,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.86,"p_room":1,"age_days":1,"expected_fill_days":27,"reasons":["conf:0","win:early"],"computed_at":"2026-11-13T07:47:33Z"},"pay":{"stated_usd_annual":171100,"is_top_pay":true},"html_url":"https://alion.io/job/vertex-senior-manager-customer-operations","json_url":"https://alion.io/job/vertex-senior-manager-customer-operations.json","meta":{"generated_at":"2026-11-13T07:47:33Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":16237,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-11-14T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.1,"usd":0.01,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":58884},"rest":"https://alion.io/mcp/rest/get_company?id=58884"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fvertex-senior-manager-customer-operations"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"free","price":{"credits":0,"usd":0},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fvertex-senior-manager-customer-operations"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.1,"usd":0.01},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fvertex-senior-manager-customer-operations"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/vertex-senior-manager-customer-operations\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fvertex-senior-manager-customer-operations"}],"agent":{"mcp":"https://alion.io/mcp/jobs","mcp_open":"https://alion.io/mcp/open","next":[{"tool":"get_job","arguments":{"id":4224188}},{"tool":"search_jobs","arguments":{"company":"vertexinc.com","detail":"compact"}},{"tool":"match_people","arguments":{"job_id":4224188},"note":"people open to offers who fit this vacancy"}],"note":"The same data through MCP tools: https://alion.io/mcp/open needs no sign-in (compact searches, postings, people); https://alion.io/mcp with an Alion account has everything. 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