Senior Manager, CS Operations (PFT)

Luxury Presence•Austin, TX

2d•$140,000 - $165,000

About The Position

Luxury Presence is hiring a Senior Manager of CS Operations to own Product Fulfillment Team operations end to end, including tooling, automation, and processes that help builders and QA teams launch clients faster and with fewer errors. The role begins with learning how launches work in practice, then identifying what to build, automate, or leave unchanged and driving those decisions through adoption. The position reports to the Director of CS Operations and partners closely with fulfillment and onboarding leaders and internal tools engineers. The role owns the roadmap for fulfillment tools and automations, improves existing automations, designs and consolidates workflows, defines launch readiness with fulfillment leadership, and sets priorities and performance targets. It also establishes baselines for cycle time, rework, and manual effort, assesses tools by their impact rather than adoption alone, and translates needs between business and technical teams. Luxury Presence expects the successful candidate to use AI actively in their work.

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 frontline work supported by the role, such as implementation, web production, onboarding, or delivery, before moving into operations.
Track record of building and shipping internal tools, automations, or systems from scratch in partnership with engineers and achieving adoption.
Experience operating autonomously in fast-moving, high-growth environments.
Active, daily use of AI tools at work, with examples of workflows automated.
Comfort with workflow automation platforms such as n8n, Zapier, Workato, or similar.
Experience with Salesforce or a similar system of record.
Strong analytical skills, including defining metrics, establishing baselines, and using them to make decisions.
Ability to take ownership of problems and drive them to completion without needing direction.
Ability to ask questions before acting, develop a clear point of view, and communicate the rationale for declining stakeholder requests.
Ability to decide when to ship and iterate versus when to slow down, and explain the factors behind that decision.
Ability to learn by observing how people work, respond constructively to pushback, and change plans based on evidence.
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; the company notes this is not required and can be taught.
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 describing 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 suitable for automation.
Design processes that consolidate new needs into existing workflows where possible.
Set the operational definition of “launch-ready” with fulfillment leadership.
Present prioritized recommendations, decline low-impact work with a clear rationale, and offer workarounds.
Establish baselines for cycle time, rework, and manual effort, and own the resulting targets.
Distinguish tool adoption from measurable business impact.
Partner with fulfillment, onboarding, and engineering leaders to reduce handoff errors and rework.
Translate business needs and technical considerations between business and technical teams.
Learn how launches happen by observing frontline work, then determine and drive operational improvements to adoption.