Senior Manager, CX Controller & Commercial Operations

IFS Copperleaf's software helps some of the world's largest firms make better strategic decisions. We have a track record of delivering award-winning, industry-changing solutions that enable our clients to build more resilient and sustainable infrastructure. 

The Senior Manager, CX Controller & Commercial Operations owns the financial and commercial integrity of the CX engagement portfolio, while running the broader operational rhythm for the Client Experience organization. This role goes deep into the numbers — SOWs, milestones, billing, revenue recognition, and project margins — and is the person in the room who can defend or challenge a project's financials line by line. 

The Senior Manager partners closely with the SVP, Client Experience, CX Delivery leadership, and Finance/FP&A to ensure every engagement is commercially sound at signature and financially disciplined through delivery. 

Key Responsibilities 

Consulting Financial Controllership 

• Review Statements of Work (SOWs) prior to execution for commercial soundness — fee structure, milestone definitions, payment terms, T&M caps, change order provisions, and termination clauses 
• Own project-level financial governance across the CX Services portfolio: milestone billing schedules, unbilled AR/WIP tracking, and reconciliation of actuals against contracted scope 
• Partner with Finance/FP&A/Revenue Accounting on revenue recognition treatment for consulting engagements (percentage-of-completion vs. milestone-based), flagging judgment calls early 
• Conduct project-level P&L reviews — margin variance by engagement, utilization and realization rates, and root-cause analysis on underperforming projects 
• Maintain the monthly financial close process for Consulting Delivery, ensuring numbers are audit-ready and defensible 

Commercial Contract & Deal Support 

• Act as the commercial reviewer for non-standard SOW terms, escalating material risk (uncapped exposure, ambiguous scope, unfavorable payment terms) before signature 
• Track change orders and scope amendments against original contract baselines 
• Provide commercial input into pricing and deal structuring for complex or at-risk engagements 
• Support pipeline-to-future-revenue forecasting, tracking, and management in close partnership with CX and Sales regional leadership 

Revenue & Margin Governance 

• Own the CX contribution to GRR/NRR performance: renewal risk forecasting with a two-quarter outlook and red-account governance 
• Run relevant elements of the CX operating rhythm (monthly/quarterly business reviews) with a commercial and financial lens 
• Maintain CRM and Customer Success data integrity in partnership with Sales and RevOps 

CX Commercial Operations (secondary remit) 

• Support AI tool rollout across delivery and Support functions where it drives measurable cost-to-serve reduction 
• Maintain health scoring and playbook adherence as leading indicators of renewal and expansion risk 
• Contribute to the QBR and escalation framework with a financial/commercial lens