Senior Manager, Global Operations Onboarding and Support

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.

BigCommerce is disrupting the e-commerce industry as the SaaS leader for fast- growing, mid-market businesses. We enable our customers to build intuitive and engaging stores to support every stage of their growth.

About Feedonomics

Ever wonder how products appear on Amazon or how Google knows what’s in stock nearby? That’s Feedonomics behind the scenes.

As a BigCommerce brand, Feedonomics is a leading product feed management platform that helps brands, retailers, and agencies list and optimize products across top ecommerce channels worldwide. We manage everything from onboarding to ongoing feed optimization, enabling our clients to scale faster with less effort.

Since 2014, Feedonomics has earned a strong reputation for our full-service model, people-first culture, and powerful technology—all rooted in a commitment to excellence.

We are seeking a Senior Manager, Global Operations Onboarding and Support with a strong technical and people leadership background to develop a high-performing team of two Operations Managers, overseeing both the Onboarding and Lite Support teams (comprising 60+ employees and contractors; India, Philippines and South Africa) to deliver a seamless client launch experience and exceptional post-launch support. This role plays a critical part in driving client satisfaction, accelerating time to value, and contributing directly to the growth of Annual Recurring Revenue (ARR) and Net Revenue Retention (NRR).

What You’ll Do:

• Team Leadership & Operational Oversight: Guide and support two Operations Managers while managing the day-to-day performance and strategic direction of onboarding and support functions

• Team Development & Coaching: Invest in the growth of team members by providing regular feedback, mentorship, and opportunities for skill development, fostering a high-performance and people-first culture

• Client Onboarding Strategy: Develop and implement scalable onboarding strategies that enhance the client experience, increase adoption, and set the foundation for long-term success and ARR growth

• ​Process Optimization: Continuously evaluate and improve onboarding and support workflows to increase efficiency, reduce time to value, and enhance operational scalability.

• Cross-Functional Collaboration: Partner with Sales, Product, Engineering, and broader Operations teams to refine onboarding and support processes based on client feedback and evolving business needs

• Client Escalation Management: Lead and resolve high-priority client escalations, ensuring timely communication, root-cause analysis, and cross-functional alignment to protect and strengthen the client relationship

• Revenue Enablement: Identify opportunities for upsell, cross-sell, and expansion by uncovering client needs early in the lifecycle, directly supporting ARR growth initiatives

• ​Drive NRR through Strategic Reviews: Participate in Strategic Business Reviews (SBRs) to provide insights, highlight value delivered, and contribute to strategies that drive account expansion and retention

• Data-Driven Management: Establish, monitor, and analyze key performance indicators (KPIs) tied to onboarding success, support effectiveness, client retention, and revenue impact

• ​Strategic Client Engagement:​ Act as a trusted advisor to internal teams and clients, ensuring a positive onboarding journey and proactive issue resolution post-launch to improve client outcomes and reduce churn

• Client Escalation Management: Lead and resolve high-priority client escalations, ensuring timely communication, root-cause analysis, and cross-functional alignment to protect and strengthen the client relationship.

• Revenue Enablement: Identify opportunities for upsell, cross-sell, and expansion by uncovering client needs early in the lifecycle, directly supporting ARR growth initiatives.

• Drive NRR through Strategic Reviews: Participate in Strategic Business Reviews (SBRs) to provide insights, highlight value delivered, and contribute to strategies that drive account expansion and retention.

Who You Are:

•  5 + years of experience with Advertising/Social Channel account and client relationship management

• 5 + years direct people management experience in Operations or leading technical teams

• 5 + years experience BPOs operations management

• Strong analytical abilities and a high level of comfort with data collection and manipulation in Excel

• Strong detail orientation and a sense of taking the initiative to continually improve client service practices and workflow

• A strong decision-maker, with demonstrated success of making timely and informed decisions that keep the organization moving forward

• A detail-oriented individual with executive maturity, business acumen, and the ability to influence and communicate within all levels of the organization

• Proven ability to drive impact in a complex, fast-paced environment - Organized, detail-oriented, and strategically focused

• Hands-on experience managing Google Shopping, Facebook, or Microsoft Shopping

• Experience with eCommerce Advertising/Social integrations  (i.e. Shopify, Bigcommerce, Magento, etc..)

• BA/BS degree preferred in management or related field

• The position requires working 8 am- 5pm PST 

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( Pay Transparency Range: $115,000-$130,000)

Diversity, Equity, and 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 .

Protect Yourself Against Hiring Scams: Our Corporate Disclaimer 

BigCommerce, along with many other employers, has become the subject of fraudulent job offers to hopeful prospective job seekers.
Be advised:
BigCommerce does not offer jobs to individuals who do not go through our formal hiring process.
BigCommerce will never:

• require payment of recruitment fees from candidates;
• request personally identifiable information through unsanctioned websites or applications;
• attempt to solicit money from you as part of the hiring process or as part of an employment offer;
• solicit money to complete visa requirements as part of a job offer.

If you receive unsolicited offers of employment from BigCommerce, we urge you to be extremely cautious and avoid engaging or responding.