Operations Technology Specialist II

Relay • Raleigh, NC

65d • Onsite

About The Position

As a Operations Technology Specialist II at Relay, Inc., you will be a key contributor to our Operations functions (Customer Success, Support, Business Operations, etc.) by implementing and maintaining strategic technology solutions. You will report to the Senior Manager of Customer Success Operations to execute the vision for our operational 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, adept at leveraging technology solutions to optimize Operations team workflows. They possess deep expertise in building within CRM, ticketing, and CSP systems to enhance efficiency. With a passion for technology-driven problem-solving, they approach process building with simplicity and scalability, demonstrating a strong command of operational data structures. This individual will continuously iterate and integrate emerging technologies, especially AI, to evolve our operations. If you are a driven, self-starter eager to make an immediate impact in building and scaling a growing customer and operations team at one of the fastest growing technology companies, this opportunity is for you!

Requirements

• Bachelor's degree in a relevant field or equivalent experience.
• 3-5 years of experience in an IT, System Administration/Engineering, or Operations Technology role, with a strong focus on systems administration and technology processes.
• Advanced technical proficiency with a proven ability to build and manage systems.
• Experience with administration and customization of CRM and/or Customer Success platforms (i.e. Zoho, Hubspot, Gainsight, Totango, Zoom, etc.) in a growing organization, including new system implementations and enablement.
• Experience leveraging AI/ML tools to improve business or operational processes.
• Expert-level skills with spreadsheets (e.g., Google Sheets, Microsoft Excel), including advanced functions, pivot tables, and data modeling.
• Experience with scripting languages (e.g., JavaScript, Python, etc.) or other programming languages to perform various functions.
• Knowledge of APIs and experience building secure integrations between systems.
• Strong proficiency in SQL for data analysis and reporting.
• Excellent analytical and problem-solving abilities with meticulous attention to detail.
• Project management experience and familiarity with PM principles (AGILE, SCRUM, etc.).
• Exceptional communication skills, with the ability to translate technical concepts for non-technical audiences.

Responsibilities

• 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 key platforms to drive efficiency and support our operating strategy.
• Leverage AI for Operational Transformation: Be well-versed in the application of AI/LLM technologies to solve operational challenges. Identify opportunities and implement AI-powered tools and solutions to improve team efficiency and enhance customer experience.
• Provide Technical Documentation: Create and maintain clear, accurate technical documentation for the processes, automations, and tools you build to ensure long-term sustainability of our evolving tech stack and knowledge transfer.
• Technical Troubleshooting: Provide advanced technical support for operational systems, troubleshooting complex issues and implementing permanent solutions to prevent future problems.
• Data Analysis and Reporting: Utilize data querying tools such as SQL to build reports and dashboards that provide insights into customer health, team performance, and operational KPIs, supporting data-driven decision-making. Ensure new and revised systems and processes follow our existing data structure to ensure proper data hygiene, consistency, and efficient data analysis.
• Cross-Functional Partnership: Immerse yourself in the daily operations of Customer Success, Support, and Business Operations to gain and maintain a thorough understanding of their key functions, technology utilization, and core processes. This will enable your effectiveness in partnering with these teams through enhancements and iterations.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Number of Employees: 251-500 employees