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Ping Identity is seeking a Senior Renewals Operations Manager to lead the design, governance, and continuous improvement of the renewal operating model. This role combines process leadership, analytical rigor, and practical AI enablement to help the Renewals organization operate with greater predictability, efficiency, and scale.
You will translate business needs into clear processes, reliable reporting, and measurable operational improvements. You'll partner closely with Renewals, Customer Success, Sales, Finance, Data & Analytics, and Information Systems teams to improve renewal execution, strengthen forecasting, reduce manual work, and enable timely action.
Key responsibilities include:
Process Transformation: Own and continuously improve the end-to-end renewal operating model, including workflows, handoffs, playbooks, governance, and operating cadences. Map current-state processes, identify bottlenecks and control gaps, and design simpler, more scalable ways of working. Lead cross-functional process changes from discovery through implementation, adoption, and measurement. Establish clear ownership, service expectations, documentation, and success metrics for critical renewal processes. Build change-management plans that help teams understand and consistently execute new processes. Identify opportunities to automate repetitive work and reduce operational friction.
Reporting & Analytics: Own the renewal reporting framework, including metric definitions, data sources, reporting cadence, and data-quality standards. Develop and maintain dashboards and reports that provide visibility into renewal performance, forecast risk, churn, save potential, expansion opportunities, and execution progress. Deliver recurring operational and executive reporting with concise insights, trend analysis, risks, and recommended actions. Partner with Finance and Data & Analytics to improve forecast accuracy and strengthen confidence in renewal data. Turn complex datasets into practical recommendations that help leaders prioritize accounts and allocate resources.
AI & Automation: Identify and prioritize high-value AI use cases across renewals operations, reporting, forecasting, data quality, and account preparation. Design practical AI-enabled workflows that reduce manual research, summarize account information, surface risks, and recommend next actions. Use generative AI and automation tools to accelerate analysis, reporting, and process improvement. Define appropriate human review, privacy, security, and data-quality guardrails for AI-enabled workflows. Evaluate AI outputs for accuracy, relevance, and bias before business use.
Cross-Functional Leadership: Serve as a trusted operations partner to Renewals and Customer Success leadership. Collaborate with Sales, Finance, Product, and other stakeholders to align priorities and resolve operational issues. Lead working sessions, requirements gathering, and implementation planning for strategic initiatives.
