novo - Automation & Tooling Manager- Customer Operations

• WHAT YOU’LL OWN • SYSTEM OWNERSHIP AND ADMINISTRATION • You are the system administrator and resident expert for Kustomer and the broader CustOps tech stack (telephony, chat, Slack routing, Assembled and supporting tools). • Own and optimize CX platforms, including day-to-day operations of the CRM, custom object design, workflows, automation rules, triggers, ticketing logic and reporting frameworks with a focus on scalability, maintainability and operational resilience. • 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. • Turn tooling into a competitive advantage: stay ahead of automation and AI practices, evaluate where Novo should invest, and make the build-vs-buy calls for the stack within your area. • OPERATIONAL HEALTH AND CONTINUOUS IMPROVEMENT • You treat the tooling as a living system and measure where it’s working well and where to optimize • Translate end-state performance goals into the right metrics, segments, and views. • Build and maintain dashboards and performance reports; analyze the data to surface trends, anomalies and root causes, and turn that 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 help 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. • 5+ years in an automation or tooling role in Customer Operations, Customer Success or similar operational roles, working hands-on with CRM and telephony systems. • 1+ year with Kustomer specifically; strong expertise with CX tools. • Track record of building scalable processes and operating models. • Experience with automation, AI workflows and customer intelligence tools. • 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.