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Operations Automation Engineer
Full-time
What You’ll Do
Build automation, internal tools, scripts, integrations, and workflow systems that improve how Customer Operations and Customer Delivery teams work.
Partner with Customer Operations and Customer Delivery teams to understand workflows, identify bottlenecks, and prioritize opportunities with clear operational impact.
Use APIs, scripting, workflow automation tools, internal systems, and AI-assisted capabilities where they are the right fit.
Translate operational pain points into pragmatic technical solutions that are reliable, maintainable, and easy for teams to adopt.
Prioritize work based on impact, speed to value, implementation complexity, and risk.
Define clear success metrics for automation initiatives, including time saved, process consistency, quality improvements, and reduced manual effort.
Track and communicate the impact of automation work to stakeholders and leadership.
Improve existing workflows by reducing manual handoffs, repetitive data lookups, status checks, reporting tasks, and operational friction.
Create reusable automation patterns that can scale across teams and workflows.
Help shape the foundation for a broader internal automation function at Forma.
What Success Looks Like
You quickly understand operational workflows and identify high-value automation opportunities.
You ship useful automation in days or weeks, not months.
Your work measurably improves operational efficiency, consistency, and team capacity.
Customer Operations and Customer Delivery teams trust you because you understand their workflows and solve real problems.
You balance speed with sound engineering judgment.
You use AI and automation tools thoughtfully, without treating any single tool as a silver bullet.
You help create a repeatable approach for identifying, building, measuring, and scaling automation opportunities.
30/60/90 Day ExpectationsFirst 30 Days: Understand the Workflows and Identify Opportunities
By the end of your first 30 days, you should have a clear understanding of the core workflows across Customer Operations and Customer Delivery, along with an initial view of where automation can create the most leverage.
Expected outcomes:
Build strong working relationships with Customer Operations, Customer Delivery, Product, and Engineering stakeholders.
Shadow Customer Operations and Customer Delivery team members to understand recurring workflows, handoffs, customer processes, reporting tasks, data lookups, and operational constraints.
Review existing ticket, task, and workflow data to identify repeat patterns and high-volume requests.
Create an initial automation opportunity backlog, ranked by estimated impact, complexity, risk, and speed to implement.
Define a lightweight measurement approach for tracking the impact of automation initiatives.
Ship at least one small automation, or workflow improvement that demonstrates early value.
Identify access, tooling, data, or permission gaps that may slow down automation work.
First 60 Days: Ship Practical Automation and Prove Impact
By the end of 60 days, you should be delivering useful automation against high-priority opportunities and showing measurable improvements in operational efficiency.
Expected outcomes:
Deliver multiple practical automations or internal workflow improvements.
Validate impact with Customer Operations and Customer Delivery stakeholders using agreed-upon metrics.
Establish a simple reporting mechanism for automation shipped, teams impacted, time saved, quality improvements, and remaining opportunities.
Improve early automations based on real user feedback and adoption.
Identify where scripts, workflow tools, APIs, AI-assisted workflows, or internal tools are the best solution for each problem.
Start creating reusable patterns for common automation types, such as data lookups, status checks, report generation, validation tasks, ticket triage, and workflow routing.
Demonstrate good judgment on when to build lightweight automation versus when a more durable internal system is required.
First 90 Days: Create a Repeatable Automation Engine
By the end of 90 days, you should have proven that the role can consistently turn operational complexity into measurable leverage for the business.
Expected outcomes:
Maintain a prioritized automation backlog with clear estimated impact and implementation effort.
Show measurable improvement in Customer Operations and Customer Delivery efficiency through shipped automation.
Establish a repeatable process for identifying, scoping, building, validating, and measuring automation opportunities.
Partner effectively with Customer Operations and Customer Delivery to continuously surface high-value targets.
Document key automations, including ownership, maintenance expectations, risks, and known limitations.
Recommend where automation should be expanded, standardized, or productized.
Provide leadership with a clear summary of ROI, including examples of workflows improved, measurable impact, remaining opportunity size, and constraints slowing further progress.
What We’re Looking For
1–5 years of experience in software development, automation engineering, technical operations, solutions engineering, support engineering, or a similar technical role.
Strong scripting and automation skills, especially with tools and languages such as Python, JavaScript/TypeScript, SQL, APIs, workflow automation platforms, or internal tooling frameworks.
Ability to understand operational workflows quickly and translate them into technical solutions.
Strong bias for action and comfort working with imperfect or evolving requirements.
Practical engineering judgment: you know when to build something simple and fast, and when something needs to be more robust.
Strong business instincts: you naturally think about impact, adoption, time saved, and whether a solution is worth building.
Comfort working directly with non-technical stakeholders.
Strong communication skills and the ability to explain technical work in terms of business outcomes.
Relentless follow-through and a desire to create visible, measurable impact.
Sound judgment around when to use AI, agents, or LLM-based tools — and when a simpler solution is better.
Nice to Have
Experience building internal tools or automations for operations, support, customer success, finance, or delivery teams.
Experience working with workflow automation platforms such as n8n, Zapier, Make, Retool, Airplane, or similar tools.
Experience integrating with SaaS tools, internal APIs, data warehouses, or ticketing systems.
Experience using AI tools or LLMs to improve operational workflows.
Experience in a high-growth B2B SaaS environment.
What This Role Is Not
It is not a generic AI enablement role.
It is not a research role focused on experimenting with AI for its own sake.
It is not a traditional product engineering role focused only on long-term roadmap features.
It is not a role for someone who needs perfect requirements before making progress.
This role is for someone who enjoys practical engineering, close stakeholder collaboration, and measurable impact.
Performance incentives are designed around measurable outcomes such as operational cost savings, efficiency improvements, time reduction, increased delivery capacity, and other quantifiable business results.
How This Role Works With the Team
You will report into the VP of Engineering and work closely with Customer Operations and Customer Delivery. Customer Operations and Customer Delivery will help identify target workflows, validate pain points, and measure operational improvements. Your job will be to turn those opportunities into working automation, internal tools, and scalable workflow improvements.
If successful, this role could become the foundation for a dedicated automation function focused on improving operational leverage across Forma.ai.
What you can expect from us
Healthcare coverage.
We have a full benefits package that includes medical, dental, vision, disability and life insurance, and a paid parental leave program.
Learning and development.
Growth.
You’ll have a huge opportunity to build a career for yourself and gain the type of experience you’re looking for, whether that’s as an individual contributor or as a people leader.
