Department: Customer Success

Location: Fort Lauderdale

Compensation: $150,000 - $170,000 / year

Description

We are seeking a senior operational leader to drive execution, efficiency, and cross-functional alignment across Enumerate’s client-facing operations. This role will oversee the systems, workflows, and performance rhythms that ensure consistent, high-quality outcomes across our SaaS and Payments businesses.

This leader will work closely with the SVP of Customer Operations to design and scale core operating models that support a seamless customer journey, improve internal collaboration, and drive visibility and accountability across teams. The role is ideal for a proven operator with strong systems thinking, a metrics mindset, and the ability to translate strategy into execution.

Key Responsibilities

Operational Leadership

Lead day-to-day customer-facing operations across onboarding readiness, adoption support, client engagement, and delivery tracking
Coordinate internal teams and tools to reduce friction and ensure alignment across the customer journey
Build scalable operating models that support both high-touch and tech-enabled client experiences

Systems and Process Optimization

Evaluate, document, and improve core business processes tied to client operations
Partner across departments to ensure systems (e.g., CRM, workflow tools, billing, support platforms) are integrated and support scale
Identify and lead automation or tooling improvements that increase efficiency and reduce manual work

Performance Management

Define and track KPIs across client experience, operational throughput, and service consistency
Build dashboards and reporting cadences that give real-time insight into customer operations
Lead structured performance reviews, issue resolution processes, and continuous improvement initiatives

Strategic Execution and Collaboration

Serve as an integrator across Product, Sales, Engineering, and Finance to support shared goals
Translate company-level priorities into execution plans for client operations
Lead or contribute to cross-functional initiatives such as product launches, pricing transitions, or service model updates

Team Leadership

Lead, develop, and grow a team of operations managers, analysts, and/or team leads
Promote a culture of accountability, process excellence, and operational problem-solving
Scale team structures and capabilities to match company growth

Skills, Knowledge and Expertise

Core Competencies

Systems Design & Workflow Optimization
Operational Discipline & Task Management
Performance Management & KPI Fluency
Tech-Enabled Services & Automation Experience
SaaS and Payments Client Lifecycle Acumen
Financial and Accounting Understanding (Nice to Have)

Qualifications

10+ years of progressive leadership experience in SaaS, technology-enabled services, or client delivery.
Track record of managing multi-disciplinary Client Services or Professional Services teams.
Strong operator with a bias toward metrics, systematization, and scalable outcomes.
Experienced in deploying technology to scale human services—ideally in high-growth or private equity-backed environments.
Bonus: Background in accounting software, fintech, or payments ecosystem.

Enumerate

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