Customer Solutions Operations Manager

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Open Gov is the leader in AI-enabled software for cities, counties, state agencies, and special districts. With a mission to power more effective and accountable government, Open Gov serves 2,000 communities across the United States. Open Gov is built exclusively for the unique asset management, permitting and licensing, procurement and contract management, tax and revenue, budgeting and planning, and financial management needs of the public sector.

The Open Gov platform empowers organizations to operate more efficiently, adapt to change, and strengthen public trust.

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Job Summary

The Customer Solutions Operations Manager plays a critical role in driving operational excellence across our customer-facing technical teams—including Customer Support, Customer Enablement, Sales Engineers, and Customer Success Engineers. As part of the Revenue Operations organization, this role will partner cross-functionally to design scalable processes, build actionable reporting frameworks, and drive strategic initiatives that improve operational efficiency and customer outcomes.

This individual will bring a strong background in stakeholder management, technical operations, and data-driven strategy to enhance how we support customers throughout their journey—from pre-sales to ongoing technical support. The ideal candidate thrives in fast-paced environments and has a proven ability to independently define and implement structured, scalable solutions that align with broader organizational objectives.

We’re looking for a strategic operator who can align customer-facing technical functions with broader business goals and help shape the future of our Customer Solutions organization. This role will also be responsible for leading high-impact cross-functional initiatives, influencing teams outside of direct reporting lines, and delivering strategic outcomes through others.

Responsibilities

• Develop and implement operational strategies that improve the scalability and efficiency of Customer Support, Customer Enablement Sales Engineering, and Customer Success Engineering teams.
• Independently define and evolve forecasting methodologies and capacity planning frameworks to ensure technical teams are resourced appropriately to meet customer needs and internal targets.
• Establish and maintain reporting dashboards and KPIs that provide clear visibility into performance, backlog management, technical issue resolution, and pre-sales solution support effectiveness.
• Collaborate with technical and non-technical leaders to standardize workflows, identify bottlenecks, and design new cross-functional solutions that enhance strategic alignment and execution.
• Partner with GTM, Product, and Engineering teams to streamline issue escalation processes, technical onboarding, and handoff procedures across the customer lifecycle.
• Optimize usage of systems and tools (e.g., Salesforce, Jira, Looker) to improve productivity, reporting accuracy, and collaboration across support and engineering functions.
• Support the development of training and enablement programs in partnership with field enablement to ensure operational rollouts are adopted and driving impact.
• Assist with analysis for business planning for technical functions
• Assist with managing the operational aspect of the skilljar platform for Open Gov University
• Assist with managing the operational aspect of the help center and knowledge base articles
• Deliver actionable insights to senior leadership through business reviews, operational health reports, and strategic planning sessions.
• Drive continuous improvement initiatives based on analysis of support tickets, engineering handoffs, and customer feedback, enhancing both customer experience and team efficiency.
• Lead cross-functional work streams and influence stakeholders to ensure timely delivery of tactical business objectives.

• Minimum of 5 years of experience in field operations,…