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