Manager, Commercial Operations & Governance

Overview

As the Lead for the CSAT Center of Excellence within Everpure’s Monetization organization, you will shape how customer satisfaction is measured and acted upon. You’ll establish governance for CapEx and subscription workflows, delivering actionable insights to improve global retention and monetization. You’ll partner with Legal, Finance, BI and Customer Experience to ensure robust processes and transparent leadership reporting. You will scale a CSAT-focused team and drive cross-functional resolution of complex customer issues. This role combines strategic governance, data storytelling, and hands-on leadership to elevate customer success at scale.

Pay / Benefits

• flexible time off
• wellness resources
• company-sponsored team events
• Fortune Best Places to Work in Technology
• Fortune Best Places to Work in the Bay Area
• Great Place to Work certification

Responsibilities

• Design and drive the CSAT governance framework across CapEx and subscription workflows to ensure process integrity and reduce risk
• Deliver executive visibility through weekly leadership reports and real-time dashboards in Tableau and ServiceNow
• Directly manage and develop a team of CSAT COE Analysts, defining roles, priorities, and growth paths
• Foster cross-functional alignment with Legal, Finance, and BI to standardize documentation, conduct system audits, and operationalize complex resolutions

Key requirements

• leadership of analytical teams and cross-functional transformation initiatives
• understanding of subscription services and recurring revenue models across CapEx and subscription workflows
• expertise in operational process design, data governance, and lifecycle management in enterprise tools like ServiceNow and Tableau
• ability to design end-to-end strategic planning and governance for CSAT tracking across product and subscription ecosystems
• strong executive communication and stakeholder influence skills

• leadership and coaching
• executive communication and influence
• cross-functional collaboration
• Tableau
• ServiceNow
• data governance

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