Customer Operations Systems Manager

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Relay is the Intelligent System of Action for the physical economy. While the digital revolution has historically left the deskless workforce behind, we are closing that gap by transforming analog frontline operations into a data-rich, AI-powered ecosystem. We aren't just selling radios; we are building the digital foundation for the 80% of the global workforce that doesn't work at a desk. It is an incredibly exciting time to be joining Relay, given we've recently ranked #175 on the Deloitte Technology Fast 500 and #920 on the Inc. 5000. Why Join Relay? A Proven Winner: Join a hyper-growth company trusted by over 10% of the Fortune 500 and a dozen of the Fortune 100. High Value, High Impact: With 47% of our revenue coming from $100K+ ARR customers and a 135% Net Revenue Retention (NRR), you will be joining a company rooted in value creation. Market-Leading Innovation: The Relay platform captures 1 billion new data points weekly and features award-winning AI tools like TeamTranslate™, which has seen 500% YoY growth. World-Class Leadership: Our already stellar C-suite has been bolstered by leaders to help us scale toward our next major milestones. The Relay Culture: Work from our amenity-rich Raleigh campus (fitness center, sports courts) with 100% paid health insurance and a team dedicated to "Best Work In My Life" (BWIML). If you're passionate about technology, driven to make a difference and align your work to a bigger mission, and excited to join a company that's shaping the future of frontline work, we encourage you to explore opportunities at Relay! This is a full time, in office role based in our Raleigh, NC headquarters, requiring 5 days per week in the company office (Monday - Friday). As a Customer Operations Systems Manager at Relay, Inc., you will be responsible for driving the implementation and optimization of strategic technology solutions for our Customer Organization (Customer Success & Customer Support). You will report to the Senior Manager of Customer Operations Technology to execute the vision for our technology stack, building and optimizing systems to enhance efficiency, automate workflows, and empower our customer-facing teams. This role requires a blend of deep technical expertise, exceptional problem-solving skills, a collaborative mindset, and a passion for leveraging technology, including artificial intelligence, to enable business workstreams. The ideal candidate is a proactive and curious technologist with a proven track record of successfully implementing technology solutions to optimize team workflows. They possess deep expertise and demonstrable experience in building within CRM, ticketing, and CSP systems to enhance efficiency and scalability. With a passion for technology-driven problem-solving, they approach process building with simplicity and scalability, demonstrating a strong command of operational data structures. This individual will continuously iterate and strategically integrate emerging technologies, especially AI, to evolve our operations and drive significant business impact. If you are a driven, self-starter eager to make an immediate impact in building, scaling, and managing a growing customer-facing team at one of the fastest-growing technology companies, this opportunity is for you! Primary Responsibilities Evaluate, Implement, Iterate, and Support Operational Processes and Technology: Partner with leadership across Customer Success and Support to execute the technology roadmap, focusing on building and maintaining the core operational systems. You'll design, implement, and iterate on system configurations, custom automations, and advanced workflows within our CRM, CSP, and other key platforms to drive efficiency and support our operating strategy while also evaluating, recommending and integrating emerging technologies to enhance and innovate the customer organization tech stack. Leverage AI for Operational Transformation: Be well-versed in the application of AI/LLM technologies to solve operational challenges. Identify opportunities and implement AI-powered tools and solutions to improve team efficiency and enhance customer experience. Manage Technical Documentation: Create and maintain clear, accurate technical documentation for the processes, automations, and tools you build to ensure long-term sustainability of our evolving tech stack and knowledge transfer. Technical Troubleshooting: Provide advanced technical support for operational systems, troubleshooting complex issues and implementing permanent solutions to prevent future problems. Data Analysis and Reporting: Utilize data querying tools such as SQL to build reports and dashboards that provide insights into customer health, team performance, and operational KPIs, supporting data-driven decision-making. Ensure new and revised systems and processes follow our existing data structure to ensure proper data hygiene, consistency, and efficient data analysis. Cross-Functional Partnershi

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