Senior Manager, CS Operations (PFT)

Luxury Presence•Austin, TX

About The Position

Luxury Presence is seeking a Senior Manager of CS Operations to own Product Fulfillment Team operations end to end. The role focuses on the tooling, automation, and processes that help fulfillment builders and QA teams launch client websites and products faster and with fewer errors. The Senior Manager will learn the existing launch workflow firsthand, identify what to build or automate, and drive solutions through adoption. The role reports to the Director of CS Operations and works closely with fulfillment and onboarding leaders and internal tools engineers. The position owns the roadmap for fulfillment tools and automations, improves and consolidates existing automations, designs workflows that distinguish human judgment from automatable work, and establishes the operational definition of launch-ready. It also prioritizes work based on impact, defines baselines and targets for operational metrics, and partners across fulfillment, onboarding, and engineering to reduce handoff errors and rework. Candidates should be AI-forward, learn quickly, exercise sound judgment, and drive problems to completion with autonomy.

Requirements

At least 5 years of operations experience at a SaaS or technology company, such as implementation operations, professional services operations, CS operations, or revenue operations.
Hands-on experience in the frontline work supported by the role, such as implementation, web production, onboarding, or delivery, before moving into operations.
A track record of building and shipping internal tools, automations, or systems from scratch and working with engineers to drive adoption.
Experience operating autonomously in fast-moving, high-growth environments.
Active daily use of AI tools at work, with examples of workflows automated using them.
Comfort with workflow automation platforms such as n8n, Zapier, Workato, or similar.
Experience with Salesforce or similar systems of record.
Strong analytical skills, including defining metrics, building baselines, and using metrics to make decisions.
Ability to take ownership of problems and drive them to completion without needing direction.
Ability to ask questions, form a clear point of view, and explain decisions, including when and why stakeholder requests were declined.
Ability to judge when to ship and iterate quickly versus when to slow down.
Ability to learn by observing how people work and to adjust plans based on evidence and feedback.
Ability to communicate complex situations clearly and concisely, particularly to executives.

Nice To Haves

Background in website production, web agencies, or website platforms.
Familiarity with real estate technology, MLS data, or IDX integrations.
Experience as an internal product owner for operations-built tools.

Responsibilities

Own the roadmap for fulfillment tools and automations, from scoping through build, launch, and adoption.
Partner with internal tools engineers by clearly defining problems and desired outcomes.
Rebuild and consolidate existing automations so they are reliable, documented, and maintainable.
Map current and desired launch workflows, distinguishing work requiring human judgment from work that can be automated.
Design processes that consolidate needs into existing workflows where possible rather than fragmenting processes.
Set the operational definition of “launch-ready” with fulfillment leadership.
Prioritize recommendations, decline low-impact work with a clear rationale, and offer workarounds where appropriate.
Establish baselines for cycle time, rework, and manual effort, and own related targets.
Measure tool adoption separately from the tool’s actual operational impact.
Partner with fulfillment, onboarding, and engineering leaders to reduce handoff errors and rework.
Translate business needs and technical considerations between business and engineering teams.