Customer Operations Systems Manager
AI summary of the role
Relay is hiring a Customer Operations Systems Manager to own the technology stack for Customer Success and Support.
What you’ll do
- Design, implement, and iterate on system configurations, custom automations, and advanced workflows within CRM, CSP, and other key platforms.
- Identify opportunities and implement AI-powered tools and solutions to improve team efficiency and enhance customer experience.
- Create and maintain technical documentation for processes, automations, and tools.
- Provide advanced technical support for operational systems and implement permanent solutions.
What you’ll bring
- 5+ years in a System Administration or Systems Technology role in a B2B SaaS environment.
- 2+ years of direct CRM Administration.
- Experience leveraging AI/ML tools to improve business or operational processes.
- Strong proficiency in SQL for data analysis and reporting.
Technologies
CRM · CSP · HubSpot · SQL · JavaScript · Python · AI/ML · LLM · APIs · Google Sheets · Microsoft Excel
About Relay
Digital banking platform for SMBs providing cash flow visibility, automated spend management, and bookkeeping integration to replace manual financial workflows.
Series B · 200–500 people
Source and classification
Internal deployment & tooling · Evidence for this classification:
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
More from the job description
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 t [... source excerpt omitted ...] xplore 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 ex [... source excerpt omitted ...] I, 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
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