Operations Business Partner, CX

About ROLLER

ROLLER is not your average software-as-a-service company. With a global presence in over 30 countries, we're here to bring some excitement to the leisure and attractions industry and make a difference! Our mission is to help businesses operate smoothly and create fun and memorable guest experiences by providing seamless ticketing, point-of-sale, self-serve kiosks, memberships and digital waiver processes.

But here's the best part: our team. We're a group of 200+ highly passionate, enthusiastic, and down-to-earth professionals located all around the world who are all working together to build something truly remarkable. We're aiming high and believe that the possibilities are endless. As we continue to grow globally, we're excited to write our success story and have fun along the way.

We genuinely love what we do, and we're looking for like-minded people to join us on this amazing journey. If you're ready to be part of a dynamic team and make a real impact, come aboard and let's create some unforgettable experiences together at ROLLER!

 

About the Role

We’re looking for an operations-minded partner to drive clarity, coordination, and momentum across ROLLER’s customer-facing teams. As the Operations Business Partner – Customer Experience, this role reports to the Chief of Staff and is embedded within our CX team, working closely with the Customer Experience leadership team to support strategic delivery across Customer Success, Training & Implementation, and Support.

You’ll play a central role in translating strategy into action – shaping and delivering cross-functional programs that improve our customer experience, reduce friction, and help our internal teams operate at scale. Whether it’s evolving onboarding workflows, streamlining escalations, aligning success motions, or driving adoption of new initiatives, you’ll bring structure and follow-through to what matters most.

You’ll be valued as a versatile generalist and systems thinker – someone who learns quickly, adapts to new environments, and thrives on context-switching across teams and challenges. You’re not just here to execute; you’ll help define what great looks like – especially when it comes to tooling, documentation, and repeatable playbooks that make life easier for both our teams and our customers.

You’ll also champion a culture of clarity and knowledge-sharing. You default to documentation – not for the sake of process, but because you understand that written clarity is how teams scale and customers win. You’ll help shape how the CX function captures and preserves knowledge across people, systems, and stages of the customer journey.

This is a strategic execution role with deep exposure to the full customer lifecycle and close collaboration across CX, Revenue, and Product teams. You’ll combine delivery discipline with sharp operational judgment – helping the CX function run more effectively, and our customers see more value, faster. This role is based in Austin, operating in a hybrid model with at least 2 days per week in the office.

 

What You'll Do

Drive Operational Cadence Support the rhythm of the CX organization – from functional planning and team rituals to leadership reporting and team health tracking. Build lightweight, purpose-built frameworks that enable Customer Success, Training, and Support teams to operate clearly and consistently. 

• Partner on Strategic Initiatives

• Drive cross-functional initiatives that improve the customer journey – from onboarding experience to support escalations to adoption plays.

• Collaborate with the CX leadership team to plan, execute, and land strategic priorities that deliver measurable customer and team outcomes.

• Connect the Dots

• Act as a connector across CX, Product, GTM, and Ops – ensuring shared context and smooth handoffs across the customer lifecycle.

• Spot cross-functional blockers or inefficiencies before they snowball, and help teams course-correct with clarity.

• Uplift Operational Maturity

• Improve internal systems, tooling, and workflows across CS, Implementation, and Support – reducing noise, duplication, and friction.

• Help standardise best practices and repeatable processes that set up our customers (and our teams) for success.

• Champion Clarity & Communication

• Shape what “great” looks like when it comes to documentation across the CX org – making sure plans, workflows, and learnings are visible, consistent, and scalable.

• Build systems and habits that help teams document effectively – preserving ROLLER’s customer knowledge and making execution faster and more confident.

 

About You

• You bring 6+ years of experience leading complex programs or operational initiatives across customer-facing or cross-functional teams, ideally in a SaaS or scale-up setting.

• You’ve led programs or workstreams that span multiple teams, with clear results to show for it.

• You bring a solid BizOps or PMO-style toolkit – planning, prioritisation, progress tracking, and cross-functional comms.

• You’re a generalist at heart – energized by variety, able to learn fast, and comfortable operating across teams, domains, and levels of ambiguity.

• You have a customer-first mindset – you care about improving the experience of the people we serve, even if you haven’t worked in a CX role before. You think about the downstream impact of every process, and you advocate for solutions that benefit both customers and internal teams.

• You’re a visual thinker and storyteller – able to translate complexity into clear, compelling narratives using frameworks, diagrams, and docs.

• You have an innate drive to document and communicate – not just for yourself, but to scale clarity across teams. “If it’s not written down, does it even exist?” is your default mindset.

• You set the bar for what great documentation looks like, and help others build the same muscle – enabling teams to preserve knowledge and move faster over time.

• You’re someone who can spot patterns, not just symptoms – identifying repeatable issues, emerging risks, or opportunities hiding beneath the noise of day-to-day delivery.

• You pick up new tools quickly (and often first) – especially AI tools that help you and others work smarter and operate at scale.

• You operate with clarity and urgency – especially when the context is messy or priorities are shifting.

• You have excellent judgment – you know when to go deep, when to escalate, and when to simplify.

• You’re curious, collaborative, and low-ego – with a strong bias toward action, improvement, and team success.

• Experience in a SaaS or high-growth environment is a plus, but not required.

 

What You Can Expect

1. Initial call with our Talent Acquisition Manager
   You'll have an initial call with our Talent Acquisition Manager to chat through some of your experience to date, salary expectations and you can check off any initial questions you might have.
2. Interview with the Hiring Manager
   You'll get to meet with the hiring manager to learn more about the role & ROLLER while also talking through your experience in more detail.
3. Loop Interviews
   This is where you will get to meet our wider ROLLER team to do a 'vibe check' on us to make sure our culture & vibe meet what you are looking for!
4. Presentation 
   You will receive a prompt and have one week to prepare a presentation for the CX Leadership Team. 
5. Offer
   If all lights are green and the fit feels right, we'll conduct reference checks and you'll receive an offer to join!

Successful applicants will be required to complete a background check (including criminal history) prior to commencement of employment.