AI-Powered Customer Operations Systems Manager

Relay; Raleigh (NC); On-site; USD 110,000 - 150,000; Full time

Benefits offered by this job

Health insurance

Dental insurance

Vision insurance

401(k) with company match

Paid time off

Wellness perks

Job summary

Relay is hiring a Customer Operations Systems Manager in our Raleigh HQ. This role focuses on implementing and optimizing technology across Customer Success and Support, driving AI-enabled efficiency, and scaling our CSP systems.

You will lead configurations, automations, and integrations, while partnering with leaders to align tech with our operating strategy. You will build dashboards, document processes, and troubleshoot complex platform issues, leveraging SQL for data insights and advancing

Qualifications

• Bachelor's degree in a relevant field or equivalent experience.
• 5+ years in a System Administration or Systems Technology role in a B2B SaaS environment.
• 2+ years of direct CRM Administration.
• Advanced technical proficiency with proven ability to build, implement, and manage systems.
• Experience leveraging AI/ML tools to improve business or operational processes.
• Expert-level skills with spreadsheets (Google Sheets, Excel) including advanced functions, pivot tables, and data modeling.
• Experience with scripting languages (JavaScript, Python) or other programming languages.
• Knowledge of APIs and secure integrations between systems.
• Strong SQL skills for data analysis and reporting.
• Excellent analytical and problem-solving abilities; PM/AGILE familiarity.

Responsibilities

• Evaluate, implement, iterate, and support operational processes and technology across Customer Success and Support.
• Leverage AI to transform operations and customer experience.
• Create and maintain technical documentation for processes, automations, and tools.
• Provide advanced technical troubleshooting for operational systems.
• Develop data queries and dashboards to monitor customer health and KPIs.
• Collaborate cross-functionally to understand and improve core processes.

Skills

Analytical thinking

Communication

Agile/Scrum

Education

Bachelor's degree

Tools

CRM Administration

SQL

APIs

Python/JavaScript

Job description

Relay is hiring a Customer Operations Systems Manager in our Raleigh HQ. This role focuses on implementing and optimizing technology across Customer Success and Support, driving AI-enabled efficiency, and scaling our CSP systems.

You will lead configurations, automations, and integrations, while partnering with leaders to align tech with our operating strategy. You will build dashboards, document processes, and troubleshoot complex platform issues, leveraging SQL for data insights and advancing