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Customer Operations Systems Manager
Full-time
As a Customer Operations Systems Manager at Relay, you will drive the implementation and optimisation of strategic technology solutions for the Customer Organization (Customer Success & Customer Support). You will build and optimise systems to enhance efficiency, automate workflows, and empower customer-facing teams, leveraging technology including artificial intelligence to enable business workstreams.
Primary Responsibilities
Design, implement, and iterate on system configurations, custom automations, and advanced workflows within CRM, CSP, and other key platforms.
Leverage AI/LLM technologies to solve operational challenges and implement AI-powered tools to improve team efficiency and customer experience.
Create and maintain technical documentation for processes, automations, and tools.
Provide advanced technical support and troubleshooting for operational systems.
Use SQL and data tools to build reports and dashboards on customer health, team performance, and operational KPIs.
Partner cross-functionally with Customer Success and Support teams on enhancements and iterations.
Required Qualifications
5+ years in a System Administration or Systems Technology role, with a focus on B2B SaaS.
2+ years of direct CRM administration.
Experience leveraging AI/ML tools to improve business or operational processes.
Experience with scripting languages (JavaScript, Python), APIs, integrations, and strong SQL proficiency.
