GTM Systems Manager (CX)

About the team & opportunity 

What’s so great about working on Calendly’s GTM Operations team? 

The GTM (Go-To-Market) Operations team empowers Calendly’s customer-facing teams with the systems, processes, and insights they need to deliver exceptional experiences at scale. We’re a high-impact group at the center of our customer journey, partnering with leaders across Sales, Marketing, Customer Success, and Customer Experience to solve complex operational challenges, enable teams to work smarter, and ensure our systems are built for long-term success. Here, you’ll have the opportunity to own critical projects end-to-end and directly impact how we serve our millions of users.

Why do we need you? 

Well, we are looking for a GTM Systems Manager (CX) who will bring deep expertise in customer support platforms, a proactive problem-solving mindset, and strong cross-functional collaboration skills. You will report to the Senior Manager, GTM Systems and will be responsible for administering and optimizing our Customer Experience tech stack, eliminating operational bottlenecks, and driving process innovations that empower our customer-facing teams to deliver exceptional experiences faster and more efficiently.

A day in the life of a GTM Systems Manager at Calendly

On a typical day, you will be working on: 

• Acting as a primary point of contact and subject matter expert for our Customer Experience tech stack
• Partnering with CX leadership to translate business requirements into actionable, scalable system and process enhancements
• Analyzing operational data and conducting investigations to identify inefficiencies, uncover opportunities, and recommend data-backed solutions
• Designing and implementing process improvements that reduce inefficiencies, streamline agent workflows, and elevate the customer experience
• Troubleshooting technical and workflow issues before they affect users, anticipating problems and implementing preventative solutions
• Managing projects from scoping through implementation, ensuring stakeholder alignment along the way
• Documenting processes, configurations, and best practices to enable smooth onboarding, knowledge sharing, and future scalability

What do we need from you?

• 4–6 years in customer support operations, revenue operations, or business operations
• 3+ years administering Zendesk or a similar ticketing solution
• Bonus: Experience administering related tools such as Assembled, Loris, and Ada
• Strong understanding of customer support processes in a high-volume SaaS environment (including areas like ticket routing, SLAs, escalation paths, and queue management) and how they translate into effective operational strategies
• Excellent cross-functional communication skills, with the ability to clearly convey technical and operational concepts to diverse stakeholders
• Proven ability to own projects end-to-end, from scoping to execution, with strong stakeholder alignment
• Experience identifying inefficient workflows, implementing improvements, and measuring impact
• Strong analytical skills with the ability to turn data into actionable insights
• Demonstrated ability to consult with cross-functional teams on technical and process-driven initiatives
• Authorized to work lawfully in the United States of America as Calendly does not engage in immigration sponsorship at this time

What’s in it for you? 

Ready to make a serious impact? Millions of people already rely on Calendly’s products, and we’re still in the midst of our growth curve — it’s a fantastic time to join us. Everything you’ll work on here will accelerate your career to the next level. If you want to learn, grow, and do the best work of your life alongside the best people you’ve ever worked with, then we hope you’ll consider allowing Calendly to be a part of your professional journey. 

Our Hiring Process:

We aim to provide an inclusive and equitable candidate experience to everyone who expresses interest in working at Calendly. To learn more about our hiring process, please visit our careers page at www.careers.calendly.com.

Once selected for an opportunity, the recruiter assigned to the role will keep you informed every step of the way. Have questions? Let your recruiter know! Want to share your experience? We are passionately committed to improving and building on our process, and we consider feedback a gift. 

If you are an individual with a disability and would like to request a reasonable accommodation as part of the application or recruiting process, please contact us at [email protected] . 

Calendly is registered as an employer in many, but not all, states. If you are located in Alaska, Alabama, Delaware, Hawaii, Idaho, Montana, North Dakota, South Dakota, Nebraska, Iowa, West Virginia, and Rhode Island, you will not be eligible for employment. Note that all individual roles will specify location eligibility.

All candidates can find our Candidate Privacy Statement here

Candidates residing in California may visit our Notice at Collection for California Candidates here: Notice at Collection

The ranges listed below are the expected annual base salary for this role, subject to change.

Calendly takes a number of factors into consideration when determining an employee’s starting salary, including relevant experience, relevant skills sets, interview performance, location/metropolitan area, and internal pay equity.

Base salary is just one component of Calendly’s total rewards package. All full-time (30 hours/week) employees are also eligible for our Top Performer Bonus program (or Sales incentive), equity awards, and competitive benefits.

Calendly uses the zip code of an employee’s remote work location, or the onsite building location if hybrid, to determine which metropolitan pay range we use. Current geographic zones are as follows:

• Tier 1: San Francisco, CA, San Jose, CA, New York City, NY
• Tier 2: Chicago, IL, Austin, TX, Denver, CO, Boston, MA, Washington D.C., Philadelphia, PA, Portland, OR, Seattle, WA, Miami, FL, and all other cities in CA.
• Tier 3: All other locations not in Tier 1 or Tier 2