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