Customer Operations Systems Manager at Jobs at Relay

3h ago

Customer Operations Systems Manager

Raleigh, NC

full-timemidtechnology

Tech Stack

Description

You will drive the implementation and optimization of strategic technology solutions for Relay's Customer Organization. You'll report to the Senior Manager of Customer Operations Technology, executing the vision for our tech stack, building and optimizing systems to enhance efficiency, automate workflows, and empower customer-facing teams. This role blends deep technical expertise, problem-solving, and a collaborative mindset to leverage technology including AI for business workstreams.

Requirements

Deep expertise in building within CRM, ticketing, and CSP systems
Proven track record of implementing technology solutions to optimize team workflows
Demonstrable experience with AI/LLM technologies for operational transformation
Strong command of operational data structures
Experience with SQL for data analysis and reporting

Responsibilities

Evaluate, implement, iterate, and support operational processes and technology, including CRM and CSP systems
Leverage AI/LLM technologies to solve operational challenges and implement AI-powered tools
Manage technical documentation for processes, automations, and tools
Provide advanced technical support and troubleshoot complex system issues
Utilize SQL to build reports and dashboards for customer health, team performance, and operational KPIs

Jobs at Relay

Relay is a cloud-based technology platform that helps frontline teams improve communications, employee safety, and their productivity. Relay enables frontline teams to digitally transform their operations by replacing outdated traditional radios and panic buttons with modern cloud-connected solutions that can bring the power of software and AI to frontline teams. With Relay, your entire team can stay connected, no matter what language they speak, what device they carry, or where they are located. Why Join Relay? Make a Tangible Impact in a mission driven organization : Our platform directly enhances the lives of frontline workers, improving their responsiveness to customers (72%) and overall efficiency (77%). We've already powered over 2.5 billion messages and supported countless desk-less 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 for its rapid growth in the Inc. 5000, Deloitte Fast 500, and recently named NC Tech's North Carolina- based Company of the Year. We benchmark well against SaaS leaders across all of our KPIs, including revenue growth, customer retention, CAC efficiency, LTV, and various other important metrics. Led by Proven Entrepreneurs: Our veteran executive team has worked closely together…

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