Senior Manager, User Operations

Senior Manager, User Operations responsible for end-to-end user activation and content entitlements, ensuring accurate data collection, timely provisioning, and access to correct products/content. Collaborates with Sales, Customer Success, Product, Content, Engineering, and offshore operations to streamline workflows, resolve complex user issues, and drive a scalable activation experience. Builds and strengthens tool suites, conducts frequent QA checks, and delivers KPIs to improve quality and resolution times. Leads offshore activation/entitlements team, establishes performance monitoring, and drives change management for provisioning and access. Focus areas include process ownership and optimization, SLA management, automation, and cross-functional escalation handling to empower end users of the company’s SaaS platform.