Manager, Customer Operations Systems

impact.com is the world’s leading commerce partnership marketing platform, transforming the way businesses grow by enabling them to discover, manage, and scale partnerships across the entire customer journey. From affiliates and influencers to content publishers, brand ambassadors, and customer advocates, impact.com empowers brands to drive trusted, performance-based growth through authentic relationships. Its award-winning products—Performance (affiliate), Creator (influencer), and Advocate (customer referral)—unify every type of partner into one integrated platform. As consumers increasingly rely on recommendations from people and communities they trust, impact.com helps brands show up where it matters most. Today, over 5,000 global brands, including Walmart, Uber, Shopify, Lenovo, L’Oréal, and Fanatics, rely on impact.com to power more than 225,000 partnerships that deliver measurable business results.

Reporting directly to the VP of Customer Operations, the Manager, Customer Operations Systems is a critical leadership role that bridges the gap between operations, technical systems, and engineering. You will lead a small, agile team of Systems Analysts/Engineers tasked with owning the technology stack that powers our entire Customer Operations organization.

This is a highly visible, "lead-from-the-front" position. You are not just managing a team; you are a hands-on individual contributor who loves diving into complex workflows, writing scripts, and building tools. You will have total ownership over our complex Freshdesk implementation - which supports support, success, compliance, renewals, onboarding, and many other teams - ensuring it is meticulously maintained, automated, and continuously improved.

Beyond core systems, you will be a driving force behind our internal AI tooling strategy. You will wear a Product Manager hat as you collaborate with our internal Gen AI engineering team to build out next-generation features (internal agentic workflow tools, AI support RAG system, AI-powered user actions, etc), while also getting your hands dirty building AI-powered internal applications (like LLM-as-a-judge training tools for new agents). You will act as a primary liaison between Customer Operations and Engineering, managing staging environments, ensuring data integrity alongside our data analysis group, and driving an ambitious pace of change.

If you are a self-starter who thrives in an autonomous environment, loves turning messy processes into streamlined automations, and wants to release tools that fundamentally change how teams work, this is the role for you.

• Operational Experience: Proven experience managing technical/systems operations in a large and complex business (preferably SaaS).
• Systems Ownership: Deep, hands-on administrative experience with enterprise ticketing and chat systems. You must be highly capable of managing complex rules, groups, and automations within platforms like Freshdesk.
• Technical Fluency:
• Strong working knowledge of APIs (REST). You should be completely fluent in discussing endpoint design with external vendors and internal engineering teams.
• Proficiency in SQL and a strong understanding of data structures and data ownership.
• Basic coding proficiency (JavaScript, Python) and the ability to comfortably read/understand code. You don't need to be a career backend developer, but you must be technically adept.
• AI & Prompt Engineering: Practical experience working with AI tools and LLMs. You should be comfortable using AI coding assistants and have the ability to conceptualize and build AI applications and workflows.
• Cross-Functional Product Management: Strong ability to "wear a Product Management hat." You can translate complex business needs into clear technical requirements, manage staging environments, and work closely with core Engineering and Gen AI teams to deliver features.
• Process & Automation Obsession: Extremely strong skills in process cleanup, simplification, and workflow automation. You possess a relentless operational mindset.
• Communication: Exceptional ability to translate complex technical concepts to business stakeholders and vice versa.

• A track record of successfully leading small technical teams (Analysts, Admins, etc.) in a hands-on, "player-coach" capacity.
• Specific, deep expertise in managing Freshdesk at an enterprise scale.
• Direct experience integrating core systems with Salesforce and Jira.
• Hands-on experience building or managing advanced AI workflows.
• Previous experience within a Customer Operations, Success, or Support organization.
• A portfolio or examples of internal tools, scripts, or simple applications you have built to solve operational bottlenecks.