Customer Operations (CCO), General Operations Specialist

monday.com is the AI work platform powering the most ambitious teams. 250,000+ customers across departments use us to bring people, workflows, and AI agents together on one flexible platform where AI doesn't just assist, it executes. We move fast, build things that matter, and foster an ownership-driven culture where you're empowered to shape how organizations work and outpace their competition.

We are looking for a detail-oriented and collaborative Operations Specialist to support the Customer Operations (CCO) organization, spanning Customer Success, Professional Services, Customer Experience (CX), and Tech Touch. This is a high-impact, day-to-day operational role for someone who thrives on keeping things running smoothly, solving field-level problems, and enabling GTM teams to focus on what they do best.

You will work closely with all CCO verticals - CS, Professional Services, CX, and Tech Touch teams - to support core operational workflows including: account assignments and rebalancing to capacity tracking and cross-functional coordination. This is an excellent opportunity to grow your operations career in a fast-moving SaaS environment with exposure across the full post-sale organization.

About The Role

Day-to-Day Operations Support

• Support account assignment and rebalancing processes across CS, Professional Services, CX, and Tech Touch, ensuring accurate ownership and coverage across the book of business.

• Assist with capacity management tracking - monitoring team bandwidth, flagging imbalances, and helping surface data to inform staffing and coverage decisions.

• Manage and maintain operational data hygiene in Salesforce and CS platforms, including account records, assignment updates, and segmentation attributes.

• Field and resolve day-to-day operational requests from CCO teams, triaging issues related to account ownership, tooling, data, and workflow gaps.

• Support account onboarding and transition workflows to ensure smooth handoffs across teams and a consistent customer experience.

• Support and drive operational projects and programs across CCO, partnering with regional and functional leads to scope requirements, align stakeholders, and move strategic initiatives from planning to execution.

Reporting & Data

• Build and maintain Salesforce reports and dashboards to track key CCO metrics including account health, capacity utilization, renewals coverage, and services attached.

• Identify and flag data gaps, inconsistencies, or process inefficiencies that impact reporting accuracy or field execution.

• Prepare regular operational summaries and ad hoc analysis to support CCO and GTM leadership decision-making.

• Partner with Revenue Operations and analytics teams to ensure CCO data is accurate, consistent, and actionable.

Process & Tooling

• Document and build operational processes, workflows, policies and guidelines to support consistency and repeatability across CCO teams.

• Support the adoption and day-to-day use of CRM and CS platforms (e.g., Salesforce, Gainsight, or similar), serving as a resource for field teams with tooling questions.

• Assist with the implementation and rollout of operational improvements, tools, or process changes across CCO.

• Partner with Enablement teams to ensure processes and tools are clearly documented and accessible for frontline teams.

AI & Innovation

As AI becomes central to how customers derive value from the monday.com platform, this role will help build and evolve the operational processes that support growing AI consumption across the CCO organization. The ideal candidate will develop a strong understanding of monday.com's AI offering suite - including its value drivers and how consumption and adoption metrics correlate to customer health and expansion - and use that knowledge to ensure GTM motions are equipped to drive and sustain AI engagement across the CCO book of business.

Requirements

• Bachelor's degree in Business, Operations, Analytics, or a related field.

• 5+ years of experience in Customer Success Operations, Revenue Operations, GTM Operations, or a related operational role, ideally within a SaaS or technology company.

• Familiarity with post-sale GTM motions - including account segmentation, onboarding, renewals, and CS coverage models.

• Hands-on experience with Salesforce (report and dashboard building required).

• Strong attention to detail and data hygiene practices, with the ability to manage and maintain complex operational data sets.

• Excellent communication and collaboration skills - comfortable working across CS, Professional Services, CX, Sales, and RevOps teams.

• Organized, proactive, and capable of managing multiple priorities and requests simultaneously in a fast-paced environment.

• A problem-solving mindset with a bias toward action - you identify gaps and follow through to resolution.

Nice to Have

• Experience supporting capacity planning, account rebalancing, or book of business design.

• Exposure to cross-functional operational projects or change management initiatives.

• Familiarity with monday.com or similar work management platforms.

What monday.com can offer you:

• Join a customer-obsessed team where transparency and ownership are how we actually operate - not just things we put on a wall

• Work on a multi-product suite powered by advanced AI, where what you ship reaches hundreds of thousands of customers worldwide

• Competitive salary, benefits, bonus potential, and equity eligibility for many roles — we believe people should share in our success

• Grow fast through a dedicated L&D team, AI workshops, bootcamps, and internal hackathons - the industry moves quick and so do we

• A collaborative, global culture backed by Employee Resource Groups and workplace teams across New York, Tel Aviv, London, Munich, Warsaw, Tokyo, Sydney, and more

Visa sponsorship for this role is currently not available.

monday.com is proud to be an equal-opportunity employer. We hire talented individuals, regardless of gender, race, ethnicity, ancestry, age, disability, sexual orientation, gender identity or expression, military or veteran status, cultural background, religious beliefs, or any other characteristic protected by federal, state, or local laws.

For New York City-based hires only: Compensation Range: $149,000 - $164,000 base salary, subject to standard withholding and applicable taxes. In addition to base salary, the role includes opportunity to receive and/or earn a discretionary bonus and/or equity based on Company’s plans and in accordance with Company’s policies. Compensation finally awarded to the candidate will be commensurate with the candidate’s skills and experience. Compensation ranges for candidates in locations outside of New York City may differ based on the cost of labor and such additional factors for such other locations.

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