Customer Engineering Operations Manager, GB Group

• This role is ideal for someone who thrives in a fast-paced SaaS environment and is passionate about continuous improvement, cross-functional collaboration, and operational excellence
• 5+ years of project management experience, preferably in SaaS or technology environments
• Proven ability to manage complex, multi-stakeholder projects with competing priorities
• Strong analytical and process improvement skills with a continuous improvement mindset
• Excellent communication and presentation skills, comfortable engaging with technical and executive audiences
• Proficiency in project management methodologies and tools (e.g., Agile, Scrum, Jira, Asana)
• PMP, Scrum Master, or equivalent certification preferred

Desirable

• At GBG, the Presales and Professional Services team plays a pivotal role in delivering tailored identity verification and fraud prevention solutions to enterprise clients
• As a Project Manager within GBG’s Presales and Professional Services team, you’ll play a critical role in orchestrating the processes that drive customer success across the Americas region
• Rather than managing individual projects, you’ll focus on optimizing and standardizing how our teams deliver value, from initial client engagement through full solution adoption
• You’ll act as the central point of coordination, ensuring our internal teams are aligned, efficient, and consistently delivering high-impact outcomes for our clients
• Manage and optimize core processes, including product gap tracking, opportunity risk assessment, implementation risk monitoring, customer onboarding workflows, and post-launch value realization programs
• Develop and maintain documentation, workflows, and accountability frameworks to ensure consistent execution across cross-functional teams
• Oversee risk tracking systems for sales opportunities and implementations, establishing proactive protocols to identify and escalate issues early
• Ensure seamless customer journeys by managing handoffs between Sales, Implementation, and Customer Success, and tracking progress toward client outcomes
• Drive continuous improvement by analyzing operational frameworks, identifying opportunities for automation and standardization, and creating playbooks and governance structures
• Lead capacity planning and resource coordination to support effective process execution and manage competing priorities
• Facilitate cross-functional meetings and decision-making processes, presenting insights to leadership and promoting alignment across departments