Senior Renewals Operations Manager

Job description

**About Ping Identity:** At Ping Identity, we believe in making digital experiences both secure and seamless for all users, without compromise. We call this digital freedom. And it's not just something we provide our customers. It's something that inspires our company. People don't come here to join a culture that's built on digital freedom. They come to cultivate it. Our intelligent, cloud identity platform lets people shop, work, bank, and interact wherever and however they want. Without friction. Without fear. While protecting digital identities is at the core of our technology, protecting individual identities is at the core of our culture. [We champion every identity.](https://www.pingidentity.com/en/company/championing-every-identity.html) One of our core values, Respect Individuality, reminds us to celebrate differences so you are empowered to bring your authentic self to work. We're headquartered in Denver, Colorado and we have offices and employees around the globe. We serve the largest, most demanding enterprises worldwide, including more than half of the Fortune 100. At Ping Identity, we're changing the way people and businesses think about cybersecurity, digital experiences, and identity and access management. The **Senior Renewals Operations Manager** leads the design, governance, and continuous improvement of the renewal operating model. This role combines process leadership, analytical rigor, and practical use of AI to help the Renewals organization operate with greater predictability, efficiency, and scale. A successful candidate will translate business needs into clear processes, reliable reporting, and measurable operational improvements. They will partner closely with Renewals, Customer Success, Sales, Finance, Data & Analytics, and Information Systems teams to improve renewal execution, strengthen forecasting, reduce manual work, and make it easier for teams to take timely action. ### Key Responsibilities #### Process Transformation and Change: - 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, adopt, and consistently execute new processes. - Identify opportunities to automate repetitive work and reduce operational friction for Renewal Account Managers and business partners. #### Reporting, Analytics, and Forecasting: - Own the renewal reporting framework, including metric definitions, data sources, reporting cadence, and data-quality standards. - Develop and maintain dashboards and reports that provide clear 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, recommended actions, and clear ownership. - Partner with Finance, Data & Analytics, and business leaders to improve forecast accuracy, reconcile variances, and strengthen confidence in renewal data. - Turn complex datasets into practical recommendations that help leaders prioritize accounts, allocate resources, and improve outcomes. - Establish reporting controls and documentation so that metrics are consistent, repeatable, auditable, and trusted across teams. #### AI and Automation Enablement: - Identify and prioritize high-value AI use cases across renewals operations, reporting, forecasting, data quality, account preparation, and executive communications. - 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 production, documentation, and process improvement while applying sound business judgment. - Define appropriate human review, privacy, security, and data-quality guardrails for AI-enabled operational workflows. - Evaluate AI outputs for accuracy, relevance, bias, and consistency before they are used in business decisions or customer-facing work. - Partner with technical and business stakeholders to test, measure, and scale AI solutions that deliver demonstrable productivity or decision-quality improvements. #### Cross-Functional Leadership: - Serve as a trusted operations partner to Renewals and Customer Success leadership. - Collaborate with Sales, Finance, Product, Data & Analytics, Information Systems, and other stakeholders to align priorities and resolve operational issues. - Lead working sessions, requirements gathering, process reviews, and implementation planning for strategic initiatives. - Communicate progress, decisions, risks, and business impact clearly to audiences ranging from frontline teams to executive leadership. - Maintain strong knowledge of the systems, data, and business rules that support renewal operations. ### Qualifications - 5+ years of experience in Renewals Operations - Demonstrated success leading process redesign, operational transformation, or change initiatives across multiple teams. - Strong aptitude for reporting and analytics, with the ability to define metrics, assess data quality, build useful dashboards, and explain trends clearly. - Experience working with CRM, customer success, business intelligence, or planning systems such as Salesforce, Anaplan, Gainsight, Tableau, or similar platforms. - Practical experience using generative AI, automation, or intelligent workflow tools to improve analysis, reporting, productivity, or decision support. - Strong understanding of data governance, metric standardization, documentation, and operational controls. - Excellent project management, organization, and prioritization skills, with the ability to manage multiple initiatives in a changing environment. - Exceptional written and verbal communication skills, including the ability to present concise, actionable recommendations to senior leaders. - Strong problem-solving skills and sound judgment when working with ambiguous requirements, incomplete data, or competing priorities. ### Preferred Qualifications - Experience in a subscription, SaaS, or technology business with complex renewal motions. - Experience with advanced Excel, Google Sheets, data visualization, workflow automation, or business-intelligence tools. - Experience building renewal forecasts, churn reporting, save-potential analysis, or executive operating reviews. - Experience establishing AI governance, prompt standards, evaluation methods, or human-in-the-loop review practices. - Familiarity with Salesforce opportunity data, renewal forecasting, customer health data, and cross-functional revenue processes. - Change management, project management, analytics, or AI-related certifications. ### Measures of Success - Renewal processes are documented, consistently executed, and continuously improved. - Renewal reporting is accurate, timely, trusted, and actionable. - Forecast quality and visibility into risk improve over time. - Manual reporting and administrative effort decrease through automation and AI-enabled workflows. - Process changes achieve strong stakeholder adoption and measurable business impact. - Leaders and frontline teams have the insights, tools, and clarity needed to prioritize renewal actions. - AI solutions are deployed responsibly, with clear guardrails and evidence of improved productivity or decision quality. Salary Range: $97,500–$130,000 In accordance with Colorado’s Equal Pay for Equal Work Act (SB 19-085) the approximate compensation range for this role in Colorado is listed above. Final compensation for this role will be determined by various factors, such as knowledge, skills, and abilities. **Life at Ping:** We believe in and facilitate a flexible, collaborative work environment. We’re growing quickly, but remain true to the innovative, can-do startup values that got us here. Most importantly, we keep hiring talented, smart, fun, and genuinely nice people because that’s who we want to succeed with every day. **Here are just a few of the things that make Ping special:** - A company culture that empowers you to do your best work. - Employee Resource Groups that create a sense of belonging for everyone. - Regular company and team bonding events. - Competitive benefits and perks. - Global volunteering and community initiatives **Our Benefits:** - Generous PTO & Holiday Schedule - Parental Leave - Progressive Healthcare Options - Retirement Programs - Opportunity for Education Reimbursement - Commuter Offset (Specific locations) Ping is the collective sum of all our individual experiences, backgrounds and influences and we pride ourselves in growing and learning together. We are committed to building an inclusive and diverse environment where everyone’s individuality is respected and everyone has an Identity. In recruiting for new colleagues, we welcome the unique contributions you can bring and encourage you to be your best self. *We are an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex including sexual orientation and gender identity, national origin, disability, protected Veteran Status, or any other characteristic protected by applicable federal, state, or local law.*