Lead, Customer Operations

Role Overview

We are hiring a Customer Operations Lead to build and run the operating system layer behind our Customer Success, Launch, and Support teams. Our customers are public transit agencies where a broken workflow has consequences riders can feel, and the systems supporting those teams were built for a smaller company and a slower product. The workflows, instrumentation, and cadences you build determine how quickly customers realize value, how reliably we forecast renewals, and how efficiently our teams operate.

This is a high impact builder role for someone curious, technical, and energized by making operations sharper. You are fluent in the systems a post sale organization runs on, and you hold a clear view of where truth should live, which tools deserve a place in the stack, and what it takes to keep them coherent as the business scales.

You think in workflows, seeing how a customer journey is actually running, where it breaks down, and how to encode the fix into tooling so the improvement becomes permanent. You arrive with ideas, you enjoy being in the room where direction gets set, and you reach for AI tooling instinctively when you see something worth solving. If you thrive at the intersection of data, tooling, and customer outcomes, and are motivated by elevating an already strong foundation, this role will give you the ownership and impact you are looking for, and it will grow as fast as you do.

Responsibilities

Workflow Design and Lifecycle Enablement

• Translate the lifecycle model into workflows that are repeatable, enforced in tooling, and inspectable at any moment.

• Build and maintain the Sales to Launch handoff, our highest leverage control point, so that blueprint quality is validated and scope is locked before launch begins.

• Embed stage gates so that progression requires objective validation, and formalize handoffs as contracts where the required outputs of one stage become the mandatory inputs to the next.

Systems and Tech Stack Stewardship

• Run our CS tech stack day to day, including Salesforce, Vitally, analytics tooling, and the integrations that connect them, keeping it coherent as the business scales.

• Translate business needs into precise technical requirements to improve data pipelines, automate workflows, and strengthen reporting capability.

Data Instrumentation and Measurement

• Establish trusted baselines and shared metric definitions so that operating reviews run on numbers instead of debate.

• Build and maintain the dashboards that give leadership a clear view of renewals, expansion, adoption, health, and time to value.

• Surface risk and expansion signals early through instrumentation, before they arrive as escalations.

• Keep analytics reliable enough to stand as evidence in customer reviews and value plans without being questioned.

AI and Automation Leverage

• Diagnose where manual effort and coordination overhead are capping team capacity, then prioritize automation against those drivers.

• Stay close to what is emerging in AI tooling, test what looks promising, and make the case for what earns a place in our stack.

• Build directly with AI tooling to prove an idea works, then turn it into a workflow the team relies on every day.

Operating Cadence and Program Support

• Run the recurring rhythms, including QBRs, monthly reviews, and team dashboards, that let leadership inspect the business at any moment.

• Support cross functional programs such as tech stack governance, launch readiness, and Voice of Customer intake.

• Contribute to planning cycles by mapping dependencies and evaluating capacity impact before new initiatives are approved.

Requirements

Experience and Capabilities

• 3 to 5 years in an operations role, including Customer Success Operations, Revenue Operations, or GTM Operations within a SaaS environment.

• Experience inside an established, well run organization where processes were documented, owned, and consistently followed.

• Proven workflow design capability. You have mapped a customer journey end to end, found where it broke down, and rebuilt it into something the team could run reliably.

• Demonstrated ability to turn company strategy into tangible operational competencies, with a clear example of a goal you translated into process, tooling, or standards that teams adopted.

• Experience operating in a complex environment.

• Hands on building with AI and automation tools on your own initiative, using platforms such as Claude, Cursor, Replit, Lovable, or Zapier. We would love to hear about something you built.

• Strong analytical and technical skills with direct experience building dashboards, data models, and automated workflows.

• Comfortable across CS, CRM, and analytics systems including Salesforce, Vitally, and workflow or AI automation tools, with the confidence to recommend a better fit when you see one.

• Solid understanding of SaaS customer metrics including health, adoption, retention, churn, expansion, and time to value.

• Ability to create clarity in ambiguous situations, set your own priorities, and carry several projects forward at once.

• Excellent communication skills and the confidence to challenge ideas openly, at every level.

• Based in Vancouver, with the ability to work from our office on a hybrid schedule.