customer experience (cx) and product operations strategic finance partner in san francisco

posted
contact
angelo hatzistratis, tatum executive services
job type
permanent
salary
US$ 160,000 - US$ 190,000 per year
apply now

job details

posted
location
san francisco, california
job category
Finance & Economics
job type
permanent
working hours
9 to 5
salary
US$ 160,000 - US$ 190,000 per year
experience
8 Years
reference number
503174
contact
angelo hatzistratis, tatum executive services
phone
415-733-7530

job description

job summary:

CX and Product Operations Strategic Finance Manager/Senior Manager

Hyper growth pre-IPO technology/SAAS company that is looking for someone to support the CFO regarding their CX strategic finance functions. This is a new role for a growing group and would have ample opportunity to help develop this company as they do their roadmap towards an IPO in the mid-term. Qualified candidates will either have deep CX experience from a finance prospective or a mix of investment banking/PE and finance experiences. Please apply directly for more information.

 
location: San Francisco, California
job type: Permanent
salary: $160,000 - 190,000 per year
work hours: 9 to 5
education: Bachelor's degree
experience: 8 Years
 
responsibilities:

CX and Product Operations Strategic Finance Manager/Senior Manager

The role is to be based in San Francisco and work directly with the CFO, the VP of Customer Experience, and the heads of Implementation, Support, Customer Success, and Product Operations. This is a role with high levels of executive visibility as CX and Operations are key investment areas for the company. Responsibilities will include ownership of recurring meetings with CX and Ops, predictive modeling with the data team on capacity needs, performance tracking against plan, and management of costs across CX and Ops functions. There will be an emphasis on drawing insights from KPIs and leading initiatives to further enhance the customer experience strategy of the company. Ad-hoc strategic projects working directly with Rippling leadership will also be assigned.

  • Work closely with business leaders and executives in Implementation, Support, Customer Success, Product Operations, and the Data Analytics teams to ensure data-driven decision making across all customer experience functions.
  • Develop partnerships with the Data Analytics team for greater depth of understanding around customer health scores, product usage trends including engagement, and customer operations demand (i.e. support ticket volumes etc.) to be instrumented in BI tools/dashboards.
  • Support the CX and Ops teams in quarterly and annual strategic and financial planning discussions. This requires close coordination with key executives and presenting to the CEO, COO, and CFO.
  • Support Rippling in the launch of new product lines through customer operations and capacity modeling.
  • Lead the buildout of additional models and dashboards to track CX and Ops progress on a weekly and monthly basis. Share insights with key executives across the company.
  • Lead contribution margin analysis of various teams partnering with the FP&A team.
  • Drive operational efficiencies by spearheading system implementations and owning process improvements.
 
qualifications:

Requirements

  • Bachelor's Degree in quantitative field, MBA or equivalent preferred
  • SaaS industry experience in a high-growth startup or technology company preferred
  • Strong financial modeling and analysis experience with the ability to simplify complex topics
  • Minimum 8-10+ years of finance experience with a focus on CX and Operations business partnering
  • Relevant experience could be operating roles at startups or large tech companies, investment banking, strategy consulting, private equity, or revenue operations, sales finance, corporate planning and FP&A
  • Experience with SQL, Netsuite, and Salesforce is preferred
  • Excellent communication and interpersonal skills required
  • Passion for fast-paced entrepreneurial work environments
 
skills: Financial Analysis

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