Senior Manager, CS Systems & Optimization

5+ years of experience in Customer Operations, CS Operations, RevOps, or similar.

Deep hands-on experience configuring and administering CRM platforms (Salesforce preferred).

Experience managing or supporting contact centre technologies (AWS preferred).

Strong process design and systems architecture capability.

Experience leading cross-functional systems initiatives.

Ability to translate operational needs into scalable system solutions.

Proven ability to prioritize and drive systems and process changes in complex, cross-functional environments, including influencing stakeholders without direct authority.

Own the design and continuous optimization of CS specific Salesforce workflows, automation, permissions, and case management to improve efficiency, scalability, and customer experience.

Lead the evolution of contact centre systems (Salesforce Omni-Channel, Amazon Connect) and supporting tools to support high-performing, scalable support operations.

Standardized Customer Success processes (SOPs) aligned to system design.

Automation and optimization to improve scalability, efficiency, and consistency.

Cross-functional initiatives with Data, Product, Engineering, and Internal Systems.