Sr. Manager, Customer Office Operations

OneSource Virtual (OSV) has helped more than 1,000 Workday customers take their teams from transactional to transformational with innovative technology and services for HR, payroll, and finance. Founded in 2008, OSV is the leading exclusive provider of Business-Process-as-a-Service (BPaaS) solutions for Workday, delivering services with unparalleled choice, unwavering commitment, and uncompromising support. OneSource Virtual’s global headquarters is located in Dallas, Texas, with additional locations across North America and Europe. Find your company’s solution at www.onesourcevirtual.com.

Summary

The Senior Manager, Customer Office Operations is responsible for building, scaling, and operationalizing Customer Office programs and processes at OneSource Virtual. This role owns the systems, processes, data, and governance that enable the Customer Office to operate efficiently and drive measurable customer outcomes across the lifecycle, from onboarding through renewal and expansion.

A critical component of this role is end-to-end ownership of Planhat, OSV’s Customer Success platform. This leader ensures Planhat is configured, optimized, and adopted to support lifecycle management, health scoring, customer engagement, and optimized workflows across the Customer Office. The Senior CS Ops Manager partners closely with Customer Office leadership, and cross-functionally with Sales, Product, Enablement, etc. to translate strategy into execution through scalable, data-driven operations. These efforts are aimed at delivering a delightful customer experience by the customer-facing members of the Customer Office, from new signature through contract renewal.

Responsibilities

• Create, improve, and streamline Customer Office processes, focusing on scalability and driving outcomes for both our customers and the Customer Office organization.
• Own the Customer Office technology stack strategy, including end-to-end ownership of Planhat, to continuously configure, optimize, and evolve the system to align with Customer Office and broader business strategy.
• Design and maintain customer lifecycle stages, health scores, playbooks, alerts, dashboards, and automated workflows within Planhat to enable proactive engagement, risk mitigation, and growth.
• Define, monitor, and continuously evolve Customer Success KPIs, health metrics, and leading indicators using Planhat and supporting systems.
• Leverage data and insights to identify operational gaps, prioritize initiatives, and measure the impact of Customer Success programs on retention, expansion, and overall customer health.
• Provide executive-level insights and recommendations to Customer Office leadership based on trends, risks, and performance.
• Partner with Systems, Data, Operations, and IT teams to ensure accurate integrations, strong data hygiene, and reliable reporting & workflows across CS tech stack (ex. Salesforce, Planhat, etc.)
• Drive and govern Planhat adoption across Customer Success teams through embedded workflows, clear standards, accountability, and measurable usage.
• Partner cross-functionally with Product, Operations, Enablement, and other internal teams to drive continuous improvement of the end-to-end Customer Experience.
• Develop and maintain operational documentation, SOPs, and execution guides that support consistency, clarity, and scalability across the Customer Office.
• Own the Customer Office Operations roadmap, balancing short-term business needs with long-term scale and strategic priorities.
• Lead complex, cross-functional operational initiatives as needed, closing gaps and addressing evolving business needs.

Competencies

• Exceptional written and verbal communication skills, with the ability to influence stakeholders and translate complex operational concepts into clear, actionable guidance.
• Proven ability to drive change in complex, evolving environments, including defining success metrics and measuring impact over time.
• Demonstrated ability to navigate ambiguity, reprioritize effectively, and adjust strategies in response to changing business needs.
• Excellent interpersonal skills with the ability to build credibility and trust at all levels of the organization, including senior leadership.
• Advanced project and program management skills, with a track record of delivering complex initiatives on time and with measurable outcomes.
• High attention to detail combined with strong strategic thinking; able to design scalable solutions while managing execution rigorously.
• Data-driven mindset with the ability to synthesize insights, identify trends, and recommend actions that improve customer and business outcomes.

Qualifications

• 6+ years of experience in Customer Success Operations, Revenue Operations, or a related operational role in a SaaS, software, or services environment is required; Domain experience in the HCM, Payroll, or Workforce Management space is a plus.
• 5+ years in a strategic program or leadership role, driving strategic operations planning and execution.
• Effective problem solver by thinking big picture, diving into the details, and delivering on objectives and KPIs
• Demonstrated experience owning and optimizing Customer Success platforms (Planhat or similar), including lifecycle management, health scoring, workflows, and reporting.
• Data Driven. Strong analytical skills with experience leveraging data to inform decisions, prioritize, and measure business impact
• Experience partnering closely with Product, Engineering, and Systems teams to deliver customer-facing operational improvements.
• Strong leadership skills with an emphasis on collaboration, proactivity, and flexibility. Able to influence and gain consensus to drive operational change

#LI-REMOTE

You are encouraged to learn and share ideas when you join the OneSource Virtual team. We reward innovative thinking, fresh perspectives, creative collaboration, and hard work. As an organization experiencing routine strategic growth, we are always on the lookout for intelligent, talented, and forward-thinking professionals to join our team. OSV employees enjoy a values-based culture, upward mobility, and professional development with opportunities of all kinds.