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Manager, Revenue Operations (CSS)

Job description

BigCommerce’s mission is to help merchants sell more at every stage of growth, from small startups, to mid-market businesses to large enterprises. We focus on being the best ecommerce platform so our customers can focus on what matters most: growing their businesses.

We are equally passionate about growing our employee’s careers and providing them an incredible experience as we rapidly expand across the globe. We are proud to have been  recognized numerous times  for our product and workplace culture. We empower our people and customers to build, innovate and grow, so together we can redefine the ecommerce industry.

Who We Are:

BigCommerce is a cloud e-commerce platform for established and rapidly-growing businesses. We are listed as one of the Best Places to Work in Austin. Our story is one of global growth and passion in all we do. Despite our huge success so far, we’re still just getting started!

As the Manager, Revenue Operations, you will be responsible for the operational processes and rhythms supporting the Customer Success Organization with the overall goal of optimizing and scaling the business. You will be a central point of contact to the Senior Leadership team within the CSS organization as it pertains to Revenue Operations. You will develop and implement effective operational monitoring tools, support and lead revenue performance reviews, and provide support to our cross functional operations and business leaders. Your focus will be on execution and leading a team to outstanding results and service levels. 

What You’ll Do:

  • Provide operational and business support for the Senior leadership teams in the Customer Success organization
  • Serve as the revenue operations liaison for Customer Success teams including Implementation, Account Management, and Technical Support, focusing specifically on existing business, maintaining revenue growth and process optimization
  • Lead cross functional teams from our Sales, Marketing, and Partner teams to align on operational improvements and capitalize on growth opportunities for positive merchant experience
  • Design and document processes and KPIs for CSS teams globally, including providing recommendations on process/optimization improvements and needed training/education
  • Develop, deliver, and communicate operational insights, program updates, and strategic recommendations to the executive leadership team in a clear and concise manner
  • Partner with RevOps leaders to actively monitor operational inputs and processes, developing early indicators of performance risks or opportunities
  • Design and implement a balanced process for campaign planning and measurement that ensures all relevant data points are captured to accurately track economic returns
  • Partnering with RevOps and Analytics to explore continual improvement in areas like ability to target merchants, measure capacity, measure success for prioritization reviews, etc.
  • Owning cadence of meetings: program updates, prioritization, campaign planning, etc.
  • Develop and optimize intake submission process, educating teams on process, fielding questions, integrating tools (Jira, Pendo) into the process, and escalating gaps of inputs needed
  • Measure the revenue impact and economic returns from programs, identifying root causes of successes and failures of programs deployed
  • Serve as liaison between Revenue Operations, Analytics, and CSS, breaking down silos and ensuring cohesive change management programs that drive continuous improvement
  • Develop and implement business case modeling analytics framework, and ad-hoc analysis as needed to support strategic and operational initiatives which enable target attainment
  • Direct, develop, mentor, and build out a team of 1 to 2 Revenue Operations Analysts

Who You Are:

  • Operations Professional: 
    • 5+ years combined operations and customer success experience, preferably at a SaaS, eCommerce or other technical service subscription-based company
    • Bachelor’s degree in business or related field preferred, or equivalent experience. MBA preferred
    • 2+ years experience people leadership
    • Shown success with process design, rollout, and program management
    • Proficient with Tableau, Salesforce, JIRA, Outreach, Wrike or other Operations and Customer Success tools a plus
    • Experience with Revenue tracking, forecasting and Revenue growth metrics 
    • Proven record using operations expertise to drive productivity, growth, and profitability in a dynamic organization

What We Offer:

  • Greatness is inherent in all people; this is a fact to us here at BigCommerce.
  • No matter your background or personal experiences, we strive to ensure every individual has an equal opportunity to grow - and to smash the limits of your potential!
  • Health benefits begin day one, and we have award-winning Perks and Benefits, such as:
  • Open Vacation Policy
  • Paid volunteer time
  • Paid parental leave and newborn child sick leave
  • Adoption assistance
  • Ongoing training and development
  • Education reimbursement

Our employees make the difference. At BigCommerce, we believe that celebrating the unique histories, perspectives and abilities of every employee makes a difference for our company, our customers and our community. We are an equal opportunity employer and the inclusive atmosphere we build together will make room for every person to contribute, grow and thrive.

We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the interview process, to perform essential job functions and to receive other benefits and privileges of employment. If you need an accommodation in order to interview at BigCommerce, please let us know during any of your interactions with our recruiting team.

Learn more about the BigCommerce team, culture and benefits at https://careers.bigcommerce.com .

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Diversity, Equity & Inclusion at BigCommerce
 
Our employees make the difference. At BigCommerce, we believe that celebrating the unique histories, perspectives and abilities of every employee makes a difference for our company, our customers and our community. We are an equal opportunity employer and the inclusive atmosphere we build together will make room for every person to contribute, grow and thrive.

We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the interview process, to perform essential job functions and to receive other benefits and privileges of employment. If you need an accommodation in order to interview at BigCommerce, please let us know during any of your interactions with our recruiting team.

Learn more about the BigCommerce team, culture and benefits at  https://careers.bigcommerce.com .

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BigCommerce Operations Team

Our Operations team focuses on increasing the revenue growth rate of BigCommerce. We identify highly-leveraged opportunities, and rally the company around a common set of goals to drive progress year on year.

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