Customer Engineering Operations Manager (3882)

GBG • Full-time • Remote (Boston, Massachusetts, United States) • 17h ago

Enabling safe and rewarding digital lives for genuine people, everywhere

We make it our mission to ensure more genuine people have digital access to opportunities, and businesses have access to more genuine people. Our technology draws on diverse and reliable data to create a single point of truth for identity and address verification.

With over 30 years of experience behind us our team and technology are focused on enabling safe and rewarding digital lives for everyone. Regardless of age, location or background, genuine people everywhere should be able to digitally prove who they are and where they live.

About the team and role

Presales and Professional Services Team

At GBG, the Presales and Professional Services team plays a pivotal role in delivering tailored identity verification and fraud prevention solutions to enterprise clients. This team is composed of technically skilled, customer-focused professionals who partner closely with clients from initial solution design through implementation and long-term optimization. Presales consultants work strategically to align GBG’s capabilities with client needs, while Professional Services consultants lead deployments, troubleshoot complex integrations, and ensure ongoing success. Together, they form a collaborative, fast-paced group that thrives on innovation, cross-functional engagement, and driving measurable impact across diverse industries.

The Role

As a Customer Engineering Operations 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. 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. 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.

This is a remote position with a strong preference for candidates in the Atlanta metropolitan area. Travel for team collaboration, process workshops, and stakeholder meetings may be required (estimated 20-25%).

What you will do

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.

Skills we are looking for

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

Preferred Qualifications:

Experience in identity verification, KYC/KYB, document verification, or fraud prevention
Background in software development or technical implementation
Prior work in professional services or customer success organizations
Familiarity with APIs, integration processes, and solution architecture
Working knowledge of Salesforce or similar CRM platforms
Understanding of regulatory requirements in financial services or identity verification

To find out more

As an equal opportunity employer, we are dedicated to creating a diverse and inclusive workplace where everyone feels valued and empowered. Please inform your GBG Talent Attraction Partner if you require any reasonable adjustments to the interview process.

To chat to the Talent Attraction team and find out more about our benefits and why we’re a great place to work, drop an email to behired@gbgplc.com and we’ll be in touch. You can also find out more about careers at GBG and check out our current opportunities at gbgplc.com/careers.