Customer Operations Systems Lead

Career Techniques

Dallas (TX)

Hybrid

USD 75,000 - 110,000

Full time

14 days+

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Job summary

Career Techniques in Dallas is seeking a Customer Operations professional to own and optimize our operations stack, including CRM and project dashboards. You will drive real-time visibility into account health, SLAs, and engagement while building scalable reporting templates for multiple customers.

You’ll lead data hygiene efforts and coordinate MBR/QBR preparation, ensuring accurate dashboards and actionable insights.

Qualifications

3–5 years of experience in Customer Operations, Revenue Operations, or a similar function within a B2B SaaS, cloud infrastructure, or technical services environment.
Hands-on experience administering CRM or project management tools (Monday.com experience strongly preferred; Salesforce, HubSpot, or equivalent is a plus).
Proficiency with Jira or similar ticketing systems, including workflow configuration and reporting.
Strong analytical skills - you’re comfortable building reports, interpreting utilization and support data, and turning numbers into a coherent story.
Experience owning or contributing to QBR/MBR preparation, ideally in a technical or infrastructure-adjacent context.
Exceptional organizational skills and an unusually high bar for accuracy. You catch the things others miss.
Ability to work across technical and non-technical stakeholders - you don’t need to be an infrastructure engineer, but you need to be comfortable in rooms with them.
A bias toward building systems and documentation, not just completing tasks.

Responsibilities

Serve as the operational backbone for our core customer operations stack, including Monday.com (CRM and workflow management), Jira (issue tracking and escalation workflows), and our customer-facing dashboards.
Design and maintain workflows, automations, and data structures that give the Customer Experience team real-time visibility into account health, open issues, and engagement status.
Be a driver of data hygiene and process consistency across all platforms – you will build and manage dashboards and create reports that drive decisions.
Support our Technical Account Managers by preparing Monthly Business Reviews (MBR) and Quarterly Business Reviews (QBR) for our customer accounts, including data gathering, SLA tracking, and producing decks and documentation.
Build and maintain standardized reporting templates that can be customized per customer.
Track and report on key customer health indicators including SLA performance.
Coordinate customer feedback programs including NPS and CSAT surveys, and synthesize results into actionable insights for the team.