Customer Operations Systems Manager

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 Partnership: Immerse yourself in the daily operations of Customer Success and Customer Support, to gain and maintain a thorough understanding of their key functions, technology utilization, and core processes. This will enable your effectiveness in partnering with these teams through enhancements and iterations. Required Qualifications Bachelor's degree in a relevant field or equivalent experience. 5+ years of experience in a System Administration or Systems Technology role, with a strong focus on implementing technology processes in a B2B SaaS environment. 2+ years of direct CRM Administration. Advanced technical proficiency with a proven ability to build, implement, and manage systems. Experience leveraging AI/ML tools to improve business or operational processes. Expert-level skills with spreadsheets (e.g., Google Sheets, Microsoft Excel), including advanced functions, pivot tables, and data modeling. Experience with scripting languages (e.g., JavaScript, Python, etc.) or other programming languages to perform various functions. Knowledge of APIs and experience building secure integrations between systems. Strong proficiency in SQL for data analysis and reporting. Excellent analytical and problem-solving abilities with meticulous attention to detail. Project management experience and familiarity with PM principles (AGILE, SCRUM, etc.). Exceptional communication skills, with the ability to translate technical concepts for non-technical audiences. Strong understanding of sales, marketing, customer success, and support processes and their interdependencies. Preferred Qualifications Experience supporting an Account-Based Selling (ABS) strategy is highly desirable. Experience with HubSpot CRM in a growing SaaS organization, including new system implementations and enablement. Why Join Relay? Make a Tangible Impact: Our platform directly enhances the lives of frontline workers, improving their responsiveness to customers (72%) and overall efficiency (77%). We've already facilitated over 2.5 billion messages and supported countless deskless workers. Be Part of a Winning Team: We're not just growing - we're recognized as a leader in our field. Relay has been honored by Inc. 5000, Deloitte 500, and NC Tech. Thrive in a World-Class Environment: Our Raleigh campus boasts a fitness center, outdoor sports courts, a cafeteria, and modern workspaces designed to inspire collaboration and innovation. Embrace a Vibrant Culture: With over 200 team members, we've cultivated a culture of empowerment and engagement, where every employee is encouraged to do their best work. Invest in Your Future: Our comprehensive benefits package prioritizes work/life integration and supports your personal and professional development. About us: Relay culture, benefits & perks Our culture hinges on Relayers getting LIT up in an environment that fosters learning, impact, and teamwork (LIT) where we can *CHASE* the best work in our lives. We call this BWIML (pronounced bee wimmel = Best Work In My Life)! It's truly amazing what engaged team members can achieve together. Our ever-evolving list of benefits and perks means you'll be able to integrate work into your whole life, focus on health, perform impactful work, grow and learn in your role, look after yourself/your family, and invest in your future. At Relay, we offer 100% Paid Insurance Health, Dental, Vision, Long/Short Term Disability and Life Insurance benefits for you and those who depend on you Generous Paid Time Off 401(K) Savings Plan + Company Match Baby Cash Reward + Paid Parental Leave Wellness Perks, including a world-class onsite fitness center with instructor led classes + locker room as well as endless outdoor amenities whether tennis, basketball, cycling, or pickleball is your jam Latest tech, standing desks, and all the accessories and software you need to succeed in your role #J-18808-Ljbffr Relay