Customer Operations Systems Manager

5+ years of experience in a System Administration or Systems Technology role, with a strong focus on implementing technology processes in a B2B SaaS environment.

2+ years of direct CRM Administration.

Experience leveraging AI/ML tools to improve business or operational processes.

Expert-level skills with spreadsheets (e.g., Google Sheets, Microsoft Excel), including advanced functions, pivot tables, and data modeling.

Experience with scripting languages (e.g., JavaScript, Python, etc.) or other programming languages to perform various functions.

Knowledge of APIs and experience building secure integrations between systems.

Our culture hinges on Relayers getting

LIT

up in an environment that fosters learning, impact, and teamwork (LIT) where we can *

CHASE*

the best work in our lives. We call this

BWIML

Evaluate, Implement, Iterate, and Support Operational Processes and Technology:

Partner with leadership across Customer Success and Support to execute the technology roadmap, focusing on building and maintaining the core operational systems.

You'll design, implement, and iterate on system configurations, custom automations, and advanced workflows within our CRM, CSP, and other key platforms to drive efficiency and support our operating strategy while also evaluating, recommending and integrating emerging technologies to enhance and innovate the customer organization tech stack.

Leverage AI for Operational Transformation:

Be well-versed in the application of AI/LLM technologies to solve operational challenges.

Identify opportunities and implement AI-powered tools and solutions to improve team efficiency and enhance customer experience.

As a Customer Operations Systems Manager at Relay, Inc., you will be responsible for driving the implementation and optimization of strategic technology solutions for our Customer Organization (Customer Success & Customer Support). You will report to the Senior Manager of Customer Operations Technology to execute the vision for our technology stack, building and optimizing systems to enhance efficiency, automate workflows, and empower our customer-facing teams. This role requires a blend of deep technical expertise, exceptional problem-solving skills, a collaborative mindset, and a passion for leveraging technology, including artificial intelligence, to enable business workstreams.

The ideal candidate is a proactive and curious technologist with a proven track record of successfully implementing technology solutions to optimize team workflows. They possess deep expertise and demonstrable experience in building within CRM, ticketing, and CSP systems to enhance efficiency and scalability. With a passion for technology-driven problem-solving, they approach process building with simplicity and scalability, demonstrating a strong command of operational data structures. This individual will continuously iterate and strategically integrate emerging technologies, especially AI, to evolve our operations and drive significant business impact. If you are a driven, self-starter eager to make an immediate impact in building, scaling, and managing a growing customer-facing team at one of the fastest-growing technology companies, this opportunity is for you!