Automation & Tooling Manager- Customer Operations

Novo

About The Position

We’re looking for someone to own the systems and tooling that power Novo’s Customer Operations team. Reporting into the Senior Manager of Support Operations, you’ll be the administrator and architect behind Kustomer (our CRM), our telephony stack, and every channel our agents use to support customers. This is more than an admin seat: you’ll own the operational health of these systems, build and evolve AI tooling that makes frontline agents faster and sharper, and continuously evolve the stack to improve both the agent and customer experience. If you’re energized by streamlining operations and turning tooling into a competitive advantage, let’s talk. Ready to help revolutionize small business banking

Requirements

5+ years in an automation or tooling role, working hands-on with CRM and telephony systems.
1+ year with Kustomer specifically.
Demonstrated analytical skills and genuine comfort with data and metrics.
Experience with tools like Claude, Jira, Twilio, n8n, and external app integrations.
Strong written and verbal communication; you can explain technical tradeoffs to non-technical stakeholders.
A curiosity-driven mindset and hunger to learn as you take on new responsibilities.
Resourcefulness and persistence in a fast-paced, entrepreneurial environment.
Outstanding organization and attention to detail.
A real passion for delivering a phenomenal customer and agent experience.
BA/BS degree or equivalent experience.

Responsibilities

System ownership and administration: You are the system administrator and resident expert for Kustomer and the broader CustOps tech stack (telephony, chat, Slack routing, and supporting tools).
Run day-to-day operations of the CRM: custom object design, workflows, automation rules, triggers, ticketing logic, and page layouts.
Manage users, roles, security settings, and permissions to maintain compliance and data privacy.
Maintain data integrity through routine data audits, deduplication, and cleanup.
Build, deploy, and refine the AI agent copilots living inside Kustomer, partnering with stakeholder teams to design and improve them.
Keep system documentation current for configuration and troubleshooting of known issues.
Help automate internal processes across CustOps teams.
Operational health and continuous improvement: You treat the tooling as a living system and measure where it’s working well and where to optimize
Build and maintain dashboards and performance reports; analyze the data and turn it into insights leadership and department heads can act on.
Audit support tools regularly for efficiency and lead projects to improve or expand the setup based on what you find.
Identify critical failure points in the support process and develop SOPs for common situations.
Analyze support workflows, propose improvements, working closely with partner teams to implement.
Cross-functional partnership: You sit between CustOps, Engineering and Product, translating operational needs into technical solutions.
Collaborate across teams and communicate clearly with both technical and non-technical partners, translating system needs and tradeoffs so every group understands what’s required and why.
Partner with Engineering and Product to maintain reliable connectors between Kustomer and other support tools, and flag internal tech that’s slowing agents down.
Work with Training and QA on how tooling can lift agent quality and workflow.
Translate business needs from department leaders into scalable technical solutions.
Align tooling priorities with senior leadership and broader company objectives.
Channels, vendors, and incident response: You expand what’s possible and keep it running.
Launch new support channels and enhance existing ones.
Research vendors and automation practices, evaluate how Novo could leverage them, and participate in RFPs with an eye on financial impact and the customer and agent experience.
Communicate real-time impacts to the wider organization with a risk-mitigation plan.