The Managed Services Operations Lead will oversee operational platforms, ensuring accuracy, scalability, and continuous improvement, while leading complex initiatives across various functions and tools.
At CDW, we make it happen, together. Trust, connection, and commitment are at the heart of how we work together to deliver for our customers. It’s why we’re coworkers, not just employees. Coworkers who genuinely believe in supporting our customers and one another. We collectively forge our path forward with a level of commitment that speaks to who we are and where we’re headed. We’re proud to share our story and Make Amazing Happen at CDW.
This role exists to ensure the operational foundation, systems, and workflows that support Managed Services are accurate, scalable, and continuously improving.
As the Managed Services Operations Lead, you will report to the Director, Managed Services and own core operational platforms, including Gainsight and Vantage, as well as the reporting, automation, and data models that support all Managed Services functions, not limited to Customer Success. You will lead complex operational initiatives such as billing rules migrations, platform transitions, and workflow modernization, while partnering closely with Finance, Engineering, Delivery, and Managed Services leadership to ensure data integrity and operational excellence.
- Own the design, build, and ongoing maintenance of Gainsight dashboards, reports, and data models used to support Managed Services leadership, Customer Success, and cloud practice strategy
- Translate evolving customer tracking, success measurement, and cloud practice needs into Gainsight reporting frameworks, including cloud-specific dashboards and operational rollups
- Ensure reporting accuracy and alignment across Gainsight, billing systems, and customer-facing artifacts
- Partner with leadership to enable data-driven decision making through trusted, well-governed Gainsight reporting
- Serve as primary Gainsight administrator and subject matter expert for Managed Services, including rule configuration, data processing, field governance, and workflow orchestration
- Own rule processing and workflow logic within Gainsight to ensure fields, objects, and automations evolve alongside customer tracking and operational needs
- Actively support and optimize additional tooling across Managed Services beyond Customer Success
- Design and maintain integrations and workflows across tools, including CRM and communication platforms, to ensure reliable data flow and operational consistency
- Lead complex cross-functional initiatives, including the Vantage billing rules migration
- Provide operational leadership for platform and workflow migrations, including Gmail to Outlook, Confluence to SharePoint, and Slack to Microsoft Teams
- Build and maintain automation workflows that integrate tools such as Gainsight, Slack, Teams, and CRM systems, including message and activity workflows supported by platforms like Rattle
- Act as the point of accountability for operational accuracy tied to managed service customer reporting, billing outputs, and internal systems
- Identify opportunities to automate manual processes and operational handoffs across Managed Services
- Design and implement workflow improvements that increase scale and consistency without additional headcount
- Create and maintain SOPs, system documentation, and operational runbooks
- Ensure system logic, workflows, and operational processes remain well-documented and auditable as tooling evolves
- Experience in Managed Services Operations, Customer Operations, Business Systems, or Program Management roles
- Proven ownership of enterprise tools and platforms supporting delivery, reporting, or billing workflows
- Strong analytical and data skills, with a high degree of attention to detail, particularly related to financial data
- Demonstrated ability to lead complex, cross-functional projects independently
- Strong documentation and process discipline, including SOPs and repeatable workflows
- Comfortable operating across ambiguity, prioritizing competing initiatives, and driving execution
- Excellent written and verbal communication skills, with the ability to influence without direct authority
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