Senior Manager of Service Design

Job Overview

The Senior Manager of Service Design will lead the development, execution, and optimization of Process and Technology initiatives across the Customer Onboarding, Success, and Care domains. They will enable rapid scaling and delivery of business value through leading complex, cross-functional, projects that enhance Customer Experience. This role will involve working across teams to translate business requirements into solutions spanning people, process, and technology levers, with a particular focus on tech-enablement and automation. 

What you will do:

• Process analysis and improvement: Analyze current business processes to identify areas for improvement, including bottlenecks and duplications. Drives the need for a clear business case and ensures approach is aligned to deliver desired outcomes.

• Cross-functional collaboration: Work with different departments and stakeholders to gather requirements, implement process changes, and ensure buy-in across the organization

• Project management: lead complex cross-functional engagements that contribute to the strategic direction of the business from initiation to completion, including setting timelines and tracking progress. Comfortable coordinating activities across program management team(s) to ensure progress occurs on schedule, reviewing work plans, status reports, and compliance with governance protocol

• Continuous improvement: Foster a culture of continuous improvement by identifying opportunities for ongoing process optimization

• Process design and documentation*: Develop new or revised process workflows, including detailed documentation, standard operating procedures (SOPs), and clear performance metrics

What we are looking for:

• Process mapping and analysis: Expertise in process mapping techniques to visualize and understand complex workflows

• Business acumen: Strong understanding of business operations, financial implications, and key performance indicators (KPIs).

• Project management skills: Ability to plan, execute, and monitor projects to achieve desired outcomes.

• Communication and collaboration: Excellent interpersonal skills to effectively communicate with diverse stakeholders and build consensus.

• Program management: Manage sprint prioritization and release of change processes, ensuring alignment with business objectives, seamless execution, and clear stakeholder communication across CX.

• CXO Teammate Elevation: Participate in leading and upskilling of pods through optimization and refining of structure

• Critical thinking: Strong analytical skills to identify root causes of problems and develop data-driven solutions.

• Technical proficiency: Familiarity with user interface and development environments of modern CRM platforms (e.g., SalesForce, GainSight etc.)

Preferred Experience, Qualifications, and Skills

• Typically requires a University Degree or equivalent experience and minimum 7 years prior relevant experience

• Experience in FinTech, B2B, Payments preferred

• Project Management Professional (PMP) certification preferred

• Demonstrate strong performance management and people development skills

• Experience with working in fast-paced, technology organizations

• Experience with customer experience environments

• Six Sigma certified or experience preferred

Additional Information

• Preference for individuals that are in CLT / comfortable with 3-day in-office (hybrid) schedule

About AvidXchange

AvidXchange is a leading provider of accounts payable (“AP”) automation software and payment solutions for middle-market businesses and their suppliers. By trade, we are a technology company, but if you ask anyone who works here, they’ll tell you our people are at the core of who we are. We focus on creating a culture of Diversity, Inclusion & Belonging, and are proud to be a safe place where teammates can bring their whole selves to work. At AvidXchange, mindset is everything. We are Connected as People, Growth Minded, and Customer Obsessed. These three mindsets represent our culture – who we are, who we’ve always been, and they guide us to improve every day. Since our founding in 2000 in Charlotte, NC, we’ve created a company of over 1,600 teammates working across the U.S., or remotely. AvidXchange is proud to be Certified™ as a Great Place to Work®. The prestigious recognition is based on anonymous data from our teammates and makes official what our teammates have known for years – that AvidXchange is a Great Place to Work®. 

Who you are: 

• A go-getter with an entrepreneurial mindset – that means you are not afraid of taking risks, winning big or facing the unknown. 
• Someone who understands that business is people centric. Connecting with others as humans first allows you to develop mutually beneficial working relationships. 
• Focused on making a difference for our customers. AvidXchange exists to help solve complex problems for our customers so we can all realize our potential. 

What you’ll get:  

AvidXchange teammates (we call them AvidXers) get the perks and prestige of a publicly traded tech company paired with the flexibility of a founder-led startup. We help our AvidXers develop as professionals and as human beings, providing work/life balance, development programs, competitive benefits and equity options. At AvidXchange, we are building more than a tech company – we are building an experience. We remain committed to a culture where you can fully be 'you’ – connected with others, chasing big goals, and making a meaningful impact. If you want to help us grow while realizing your potential and creating stories you’ll tell for years, you’ve come to the right place.

AvidXers enjoy:  

• 18 days PTO* 
• 11 Holidays (8 company recognized & 3 floating holidays) 
• 16 hours per year of paid Volunteer Time Off (VTO) 
• Competitive Healthcare 
• High Deductible Heath Plan Option that has $0 monthly premium for teammate-only coverage 
• 100% AvidXchange paid Dental Base Plan Coverage
• 100% AvidXchange paid Life Insurance 
• 100% AvidXchange paid Long-Term Disability 
• 100% AvidXchange paid Short-Term Disability  
• Employee Assistance Program (EAP) - Provides counseling services, legal and financial consultations and health advocacy for Teammates and their eligible dependents
• Onsite Health Clinic with Atrium Health - available to Teammates and their eligible dependents
• 401k Match up to 4% 
• Parental Leave: 8 weeks 100% paid by AvidXchange** 
• Discounts on Pet, Home, and Auto insurance 
• BrightDime Financial Wellness Tool, offered free to teammates 
• WeeCare Childcare Service: helps teammates find affordable daycare, childcare, and tutors 40% less expensive than traditional daycare centers 
• Perks at Work: free discount program that provides teammates the opportunity to save on items from electronics, movie tickets, car buying, vacations, and more 
• Onsite gym fitness center, yoga studio, and basketball court
• Tuition Reimbursement up to the federal maximum of $5,250***
• Hybrid Workplace Flexibility
• Free parking

*Fully granted from beginning of year, pro-rated if hired mid-year 

**Must be full-time for at least 3 months

***Must be full-time for at least one year 

Equal Employment Opportunity

AvidXchange is an equal opportunity employer. AvidXchange is committed to equal employment opportunity in accordance with applicable federal, state, and local laws. AvidXchange will not discriminate against applicants for employment on any legally recognized basis. This includes, but is not limited to veteran status, race, color, religion, sex, sexual orientation, gender identity, gender expression, national origin, age and physical or mental disability.