OpenGov 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, OpenGov serves 2,000 communities across the United States. OpenGov 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 OpenGov platform empowers organizations to operate more efficiently, adapt to change, and strengthen public trust.

Learn more or request a demo at opengov.com

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 OpenGov 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 workstreams and influence stakeholders to ensure timely delivery of tactical business objectives.

Requirements and Preferred Experience:

• Minimum of 5 years of experience in field operations, support operations, revenue operations, or business analytics—ideally in a SaaS or high-growth technology environment.

• Demonstrated success in improving the performance and scalability of technical customer-facing functions.

• Strong understanding of the workflows, metrics, and tools used by Support or other GTM teams.

• Proficiency in Salesforce, Looker (or other BI tools), Jira, with a strong ability to build dashboards and streamline reporting processes.

• Experience with structured data analysis, including hands-on Excel skills and the ability to direct analytics teams on building useful models from raw data.

• Strong storytelling and executive communication skills, with the ability to translate complex data into actionable insights for senior leadership.

• Highly autonomous, with strong project management skills and the ability to manage multiple high-impact initiatives simultaneously.

• High emotional intelligence (EQ), with the ability to navigate complex team dynamics, manage change, and build trust across diverse stakeholder groups.

• Proven ability to influence cross-functional teams and drive accountability without direct authority.

• Experience with AI-enabled tools or processes that improve customer support or operational workflows is a strong plus.

• Bachelor’s degree in Business, Engineering, Data Analytics, or a related field

$115K - $130K

On target ranges above include base plus a portion of variable compensation that is earned based on company and individual performance.

The final compensation will be determined by a number of factors such as qualifications, expertise, and the candidate’s geographical location.

Why OpenGov?

A Mission That Matters.

At OpenGov, public service is personal. We are passionate about our mission to power more effective and accountable government. Government that operates efficiently, adapts to change, and strengthens public trust. Some people say this is boring. We think it’s the core of our democracy.

Opportunity to Innovate

The next great wave of innovation is unfolding with AI, and it will impact everything—from the way we work to the way governments interact with their residents. Join a trusted team with the passion, technology, and expertise to drive innovation and bring AI to local government. We’ve touched 2,000 communities so far, and we’re just getting started.

A Team of Passionate, Driven People

This isn’t your typical 9-to-5 job; we operate in a fast-paced, results-driven environment where impact matters more than simply clocking in and out. Our global team of 800+ employees is united in our commitment to challenge the status quo. OpenGov is headquartered in San Francisco and has offices in Atlanta, Boston, Buenos Aires, Chicago, Dubuque, Plano, and Pune.

A Place to Make Your Mark

We pride ourselves on our performance-based culture, where every employee is encouraged to jump in head-first and take action to help us improve. If you have a great idea, we want to hear it. Excellent performance is recognized and rewarded, and we love to promote from within.

Benefits That Work for You

Enjoy an award-winning workplace with the benefits to match, including:

• Comprehensive healthcare options for individuals and families.

• Flexible vacation policy and paid company holidays

• 401(k) with company match

• Paid parental leave, wellness stipends, and HSA contributions

• Professional development and growth opportunities

• A collaborative office environment with weekly catered lunches