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Tixr · 3 months ago

Client Services Operations Manager

Santa Monica, CA

Full-time

Onsite

Mid, Senior Level

$80K/yr - $110K/yr

3+ years exp

Tixr is dedicated to transforming the ticket buying experience with innovative solutions for large-scale events. They are seeking a Client Services Operations Manager to enhance client service delivery by designing systems and processes that support the client services team in building strong relationships with event creators.

E-CommerceMobileSoftwareTicketing

Growth Opportunities

Responsibilities

Stand up CS tooling, AI & automation, and workflows (HubSpot, Intercom, Notion, etc.)

Own tiering & SLA frameworks (design, recertification, reporting)

Build capacity & coverage models to inform hiring and resource allocation

Develop scalable systems and templates for post-event reporting, case studies, and go-to-market enablement

Drive data quality and documentation discipline across CS systems

Act as the connective tissue between CS, Product, Sales, and Finance

Qualification

Client Service OperationsHubSpotData AnalysisWorkflow AutomationProject ManagementSystems ThinkingPresentation SkillsProblem SolvingTeam Collaboration

Required

3–6+ years in Client Service Ops, RevOps, BizOps, SalesOps or related operational roles ideally within SaaS or technology-enabled services organizations

Deep passion for client experience and service excellence — you believe in top-tier service and know what world-class delivery feels like

Strong systems thinker with hands-on ownership in HubSpot (or similar CRM), customer engagement tools (e.g. Intercom), and workflow automation platforms

Proven ability to translate ambiguous problems into structured processes, playbooks, and measurable outcomes

Data-fluent: Advanced Google Sheets/Excel, with exposure to BI platforms (exposure to Amazon Quicksight would be strongly preferred)

Comfortable working with executives and cross-functional leaders; can craft executive-ready presentations and narratives that influence strategy

Builder's mindset: you can balance tactical quick wins with long-term scalable design

Preferred

Technical background with the ability to engage deeply with tools, integrations, and automation

Experience applying design thinking and systems thinking to improve processes and client experiences

Background in operational excellence within high-growth or service-driven organizations

Strong project management skills (PMP, Agile, or similar a plus) with the ability to drive cross-functional initiatives to completion

Familiarity with customer health scoring models, churn analysis, and renewal/expansion forecasting - with a track record of improving KPIs (e.g. retention, NPS, product/feature adoption)

Experience with AI-enabled CS tooling (e.g., chatbots, AI-driven workflow automation) and how it integrates into CS Ops strategy