Senior Manager, CS Operations (PFT)

What You'll Own

Fulfillment tooling and automation

Own the roadmap for fulfillment tools and automations, from scoping through build, launch, and adoption

Partner with internal tools engineers by giving clear briefs on the problem and the outcome, then let them design the solution

Rebuild and consolidate existing automations so they are reliable, documented, and easy to maintain

Process and workflow design

Map the launch workflow as it runs today and as it should run, separating what needs human judgment from what automation can absorb

Design processes that consolidate rather than fragment, folding new needs into existing workflows where possible

Set the operational definition of "launch-ready" with fulfillment leadership

Prioritization and measurement

Bring stakeholders a prioritized recommendation, not a backlog, and say no to low-impact work with a clear rationale and a workaround

Establish baselines for cycle time, rework, and manual effort, and own the targets that follow

Separate adoption from impact: a tool people use is not the same as a tool that moved a metric

Cross-functional partnership

Work closely with fulfillment, onboarding, and engineering leaders to reduce handoff errors and rework

Translate between business needs and technical teams in both directions

What We're Looking For

Experience

5+ years in operations at a SaaS or tech company: implementation operations, professional services operations, CS operations, revenue operations, or similar

Hands-on experience in the frontline work you would support (for example implementation, web production, onboarding, or delivery) before moving into operations

A track record of building and shipping internal tools, automations, or systems from scratch, working with engineers to get them adopted

Experience in fast-moving, high-growth environments where you operated with real autonomy

Mindset

You own problems, not tasks, and drive them to completion without needing direction

You ask questions before you act, and you form a clear point of view once you have

You can explain a specific time you said no to a stakeholder, and why

You know when to ship fast and iterate and when to slow down, and you can name what drives that call

You learn by watching how people actually work, not just by reading requirements

You take pushback well and change your plan when the evidence says you should

You communicate complex situations clearly and concisely, especially to executives

Technical foundation

Active, daily use of AI tools in your work, with examples of workflows you have automated

Comfort with workflow automation platforms (n8n, Zapier, Workato, or similar)

Experience with Salesforce or similar systems of record

Strong analytical skills: you can define a metric, build a baseline, and use it to make decisions

Nice to have

Background in website production, web agencies, or website platforms

Familiarity with real estate technology, MLS data, or IDX integrations (not required; we will teach you)

Experience as an internal product owner for ops-built tools