Customer Operation

Description

We are seeking a highly motivated, technically adept, and process-oriented Customer Operations to join our growing team. In this role, you will lead strategic initiatives that automate and optimize workflows across customer and partner operations - playing a pivotal role in streamlining internal systems, building platform integrations, and ensuring scalable, secure, and reliable technical operations.

This is a highly cross-functional position that requires close collaboration with Product, Engineering, and Customer Engineering teams. You will translate operational challenges into technical solutions and drive end-to-end implementation, with a direct impact on how our team scales.

The ideal candidate brings a strong background in systems integration, API-based automation, and SaaS operations. You are passionate about reducing manual overhead, improving the customer experience, and applying technology to solve real-world business problems. You will have a unique opportunity to shape our operational tech stack and define our automation strategy at scale.

Responsibilities

• Lead the design and execution of automation initiatives that enhance internal workflows across customer success, partner onboarding, support, and technical operations.
• Identify, prioritize, and scope automation opportunities that reduce manual effort, improve system reliability, and enable self-service capabilities.
• Implement integrations and workflow automations between internal platforms (e.g., Salesforce, SharePoint, Slack, Jira, internal admin tools) using APIs, cloud services, and scripting tools.
• Partner with Customer Engineering, Engineering, and Product teams to gather requirements, translate them into technical specifications, and manage end-to-end delivery of automation projects.
• Own project planning and execution across multiple workstreams, maintaining clear documentation, proactive communication, and strong stakeholder alignment.
• Drive standardization of operational processes and help scale technical infrastructure to support customer and partner growth.
• Monitor, measure, and report on automation effectiveness and business impact, using data to guide continuous improvement.
• Coordinate feature rollouts - from early adopter programs through full production releases - including field coordination and customer communications.
• Manage and facilitate customer migrations as required.
• Stay current with SaaS, DevOps, and automation industry trends, and proactively apply best practices across the team.
• Perform hands-on troubleshooting and root-cause analysis of customer and operational issues, driving timely resolution.
• Build, deploy, and maintain internal tools and services, including containerized deployments (Docker / Docker Compose) and supporting automation scripts.

Requirements

• Bachelor's degree in Computer Science, Engineering, Information Systems, or a related field - or equivalent practical experience.
• 5+ years of relevant experience in technical program management, systems integration within SaaS or cybersecurity environments.
• Proficiency with scripting and integration tools such as PowerShell, Python, Node.js, or similar languages.
• Proven experience designing and deploying automations using REST APIs, webhooks, or workflow platforms (e.g., Logic Apps, Zapier, Workato).
• Strong understanding of SaaS operations, the customer lifecycle, and enterprise support systems.
• Hands-on experience with relational databases (e.g., PostgreSQL).
• Experience operating cloud infrastructure (e.g., GCP, Google Cloud Functions, or equivalent).
• Demonstrated ability to lead cross-functional projects, with excellent communication and stakeholder management skills.
• Ability to think strategically while executing tactically in a fast-paced, evolving environment.
• Familiarity with IT security concepts and protocols is a strong plus.