Senior Manager, Customer Operations

Summary

We 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.

• Senior 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.
• Exercises 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.
• Leads the response to significant customer escalations by establishing clear ownership, aligning technical and business resources, maintaining effective communication, and driving issues to appropriate resolution.
• Partners cross-functionally with Development, Product, Operations, Quality, and IT to accelerate resolution of customer-impacting issues, improve supportability, and reduce repeat problems.
• Drives 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.
• Works 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.
• Builds a customer-focused, accountable, and inclusive team culture; leads organizational change with clear communication, stakeholder alignment, practical execution plans, and disciplined follow-through.

Required Qualifications

• 10+ years of experience in enterprise Customer Support, Technical Support, or Service Management, including significant experience leading technical support organizations.
• 5+ years of people leadership experience, with demonstrated experience directly leading Technical Support Analysts or other technical support professionals.
• Demonstrated experience managing Support KPIs, customer escalations, case backlogs, and cross-functional resolution efforts in a technical support environment.
• Technical 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.
• Strong analytical and operational capability, including proficiency interpreting dashboards, case trends, performance data, and customer feedback to drive data-informed decisions and measurable outcomes.
• Excellent written, verbal, presentation, and stakeholder-management skills, including effective communication with customers, cross-functional partners, and senior leadership.
• Bachelor's degree in a relevant field, or equivalent combination of education and relevant professional experience.

Preferred Qualifications

• Experience applying automation, AI-enabled tools, or advanced analytics to improve support operations, service quality, and the customer experience.
• One or more service or project-management certifications, such as ITIL, HDI, or PMI.
• Demonstrated experience with operations excellence, quality management, continuous improvement, and change-management practices within a technical support function.
• Familiarity with digital customer-service delivery across multiple support channels and self-service capabilities.
• Experience preparing and managing operational budgets, reviewing variances, and implementing corrective actions in a support operations context.
• Equivalent combination of education, training, and relevant professional experience accepted in lieu of a formal degree.

COMMENTS:

The 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.

We'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.

Play 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.

Work 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.

Achieve 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.

Innovate 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.

Communicate 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.

Base 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.

In 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.

Learn more about Life at Vertex and connect with your recruiter for more details regarding Vertex's compensation and benefit programs.

*In no case will your pay fall below applicable local minimum wage requirements.