GBG Plc
Customer Engineering Operations Manager (3882)
GBG Plc, Chicago, Illinois, United States, 60290
Overview
Customer Engineering Operations Manager (3882) — remote position with a strong preference for candidates in the Atlanta metropolitan area. Travel for team collaboration, process workshops, and stakeholder meetings may be required (estimated 20-25%). Enabling safe and rewarding digital lives for genuine people, everywhere. We provide identity and address verification solutions to help ensure digital access to opportunities for genuine people and reliable data for businesses. GBG delivers tailored identity verification and fraud prevention solutions through its Presales and Professional Services team. About the team and role: The Presales and Professional Services team partners with enterprise clients from solution design through implementation and optimization. The Customer Engineering Operations Manager will orchestrate processes to drive customer success across the Americas, focusing on optimizing and standardizing delivery and ensuring alignment, efficiency, and high-impact outcomes. This role emphasizes continuous improvement in a fast-paced SaaS environment and cross-functional collaboration. What you will do and how you will impact the team: Manage and optimize core processes, including product gap tracking, opportunity risk assessment, implementation risk monitoring, customer onboarding workflows, and post-launch value realization programs Develop and maintain documentation, workflows, and accountability frameworks to ensure consistent execution across cross-functional teams Oversee risk tracking systems for sales opportunities and deployments, establishing proactive protocols to identify and escalate issues early Ensure seamless customer journeys by managing handoffs between Sales, Implementation, and Customer Success, and tracking progress toward client outcomes Drive continuous improvement by analyzing operational frameworks, identifying opportunities for automation and standardization, and creating playbooks and governance structures Lead capacity planning and resource coordination to support effective process execution and manage competing priorities Facilitate cross-functional meetings and decision-making processes, presenting insights to leadership and promoting alignment across departments Requirements
5+ years of project management experience, preferably in SaaS or technology environments Proven ability to manage complex, multi-stakeholder projects with competing priorities Strong analytical and process improvement skills with a continuous improvement mindset Excellent communication and presentation skills, comfortable engaging with technical and executive audiences Proficiency in project management methodologies and tools (e.g., Agile, Scrum, Jira, Asana) PMP, Scrum Master, or equivalent certification preferred Preferred Qualifications
Experience in identity verification, KYC/KYB, document verification, or fraud prevention Background in software development or technical implementation Prior work in professional services or customer success organizations Familiarity with APIs, integration processes, and solution architecture Working knowledge of Salesforce or similar CRM platforms Understanding of regulatory requirements in financial services or identity verification Benefits
To find out more, GBG is an equal opportunity employer dedicated to creating a diverse and inclusive workplace. Please inform your GBG Talent Attraction Partner if you require any reasonable adjustments to the interview process. For more about benefits and careers at GBG, contact behired@gbgplc.com or visit gbgplc.com/careers.
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Customer Engineering Operations Manager (3882) — remote position with a strong preference for candidates in the Atlanta metropolitan area. Travel for team collaboration, process workshops, and stakeholder meetings may be required (estimated 20-25%). Enabling safe and rewarding digital lives for genuine people, everywhere. We provide identity and address verification solutions to help ensure digital access to opportunities for genuine people and reliable data for businesses. GBG delivers tailored identity verification and fraud prevention solutions through its Presales and Professional Services team. About the team and role: The Presales and Professional Services team partners with enterprise clients from solution design through implementation and optimization. The Customer Engineering Operations Manager will orchestrate processes to drive customer success across the Americas, focusing on optimizing and standardizing delivery and ensuring alignment, efficiency, and high-impact outcomes. This role emphasizes continuous improvement in a fast-paced SaaS environment and cross-functional collaboration. What you will do and how you will impact the team: Manage and optimize core processes, including product gap tracking, opportunity risk assessment, implementation risk monitoring, customer onboarding workflows, and post-launch value realization programs Develop and maintain documentation, workflows, and accountability frameworks to ensure consistent execution across cross-functional teams Oversee risk tracking systems for sales opportunities and deployments, establishing proactive protocols to identify and escalate issues early Ensure seamless customer journeys by managing handoffs between Sales, Implementation, and Customer Success, and tracking progress toward client outcomes Drive continuous improvement by analyzing operational frameworks, identifying opportunities for automation and standardization, and creating playbooks and governance structures Lead capacity planning and resource coordination to support effective process execution and manage competing priorities Facilitate cross-functional meetings and decision-making processes, presenting insights to leadership and promoting alignment across departments Requirements
5+ years of project management experience, preferably in SaaS or technology environments Proven ability to manage complex, multi-stakeholder projects with competing priorities Strong analytical and process improvement skills with a continuous improvement mindset Excellent communication and presentation skills, comfortable engaging with technical and executive audiences Proficiency in project management methodologies and tools (e.g., Agile, Scrum, Jira, Asana) PMP, Scrum Master, or equivalent certification preferred Preferred Qualifications
Experience in identity verification, KYC/KYB, document verification, or fraud prevention Background in software development or technical implementation Prior work in professional services or customer success organizations Familiarity with APIs, integration processes, and solution architecture Working knowledge of Salesforce or similar CRM platforms Understanding of regulatory requirements in financial services or identity verification Benefits
To find out more, GBG is an equal opportunity employer dedicated to creating a diverse and inclusive workplace. Please inform your GBG Talent Attraction Partner if you require any reasonable adjustments to the interview process. For more about benefits and careers at GBG, contact behired@gbgplc.com or visit gbgplc.com/careers.
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