Customer Operations Manager

DoorLoop is a high-growth real estate tech company with offices in the US (Miami) and Israel (Tel Aviv). Our product helps property managers and owners make more money, get organized, and grow with easy-to-use, secure, and reliable, all-in-one property management software.DoorLoop prides itself on being People First. We are a Certified Great Place to Work, recently ranked #13 in Forbes’ list of America’s Best Startup Employers, and are proud to have our team rate us a 4.9/5 on Glassdoor.Mission:We are seeking a Customer Operations Manager to drive the operational efficiency and scalability of our Customer Experience (CX) organization, which includes Customer Support, Customer Growth, and Onboarding teams. In this role, you will be responsible for building, optimizing, and maintaining the infrastructure, tools, and processes that ensure the CX function operates smoothly and effectively. You will implement and manage the systems that underpin customer operations, including Salesforce, JIRA, Intercom, and other Customer Success Platforms (CSPs), while collaborating closely with key stakeholders to deliver seamless, data-driven solutions.As the backbone of our CX operations, you will be tasked with ensuring that our systems support both internal teams and customer-facing functions, enabling them to provide world-class service while continuously improving performance.Duties & Responsibilities:• Operational Infrastructure Management: Oversee and manage the systems that support the Customer Experience function, including Salesforce, JIRA, Intercom, and CSPs. Ensure seamless integration and optimization of these platforms to meet the evolving needs of the business.• Process Optimization: Identify and implement best practices, tools, and workflows to optimize customer-facing processes (Customer Support, Customer Growth, Onboarding). Continuously review operational processes to increase efficiency and scalability.• Cross-functional Collaboration: Work closely with leaders from Customer Support, Customer Growth, and Onboarding teams to understand their operational needs and ensure systems and processes are aligned with their goals.• Data Management & Reporting: Ensure accurate data capture and reporting across CX tools, providing actionable insights and dashboards to support decision-making. Monitor key metrics such as response times, customer satisfaction, and system utilization.• Tool Administration: Serve as the primary administrator for Salesforce, JIRA, Intercom, and other key systems, ensuring configurations support current business needs and troubleshooting issues as they arise.• Project Management: Lead operational projects focused on enhancing the CX function’s tools, processes, and systems. Collaborate with IT, product teams, and third-party vendors to manage timelines, integrations, and system improvements.• System Integration: Ensure smooth integration of systems between CX, sales, and other departments, working with internal stakeholders to ensure data flows and handoffs are efficient and accurate.• Vendor Management: Manage relationships with third-party technology vendors (Salesforce, Intercom, etc.) to ensure systems are up to date and running optimally. Work with vendors to implement new features, resolve issues, and ensure contract compliance.• Training & Enablement: Develop and deliver training programs for CX teams to ensure they are fully equipped to use operational tools and systems. Provide ongoing support and documentation for system updates and process changes.• Scalability & Continuous Improvement: Develop strategies to scale CX operations as the company grows, ensuring that infrastructure and systems can accommodate increasing customer demand while improving team productivity.Qualifications:• Bachelor’s degree in Business, Operations, or a related field. Master’s degree or relevant certifications (e.g., Salesforce Admin) are a plus.• 5+ years of experience in customer operations, business operations, or a similar role within a CX or customer-facing function, preferably in a B2B SaaS environment.• Proven experience managing and optimizing systems like Salesforce, JIRA, Intercom, and Customer Success Platforms (CSPs), with an emphasis on systems integration.• Strong understanding of operational workflows for customer-facing teams, including Customer Support, Onboarding, and Customer Growth.• Demonstrated success in streamlining processes, improving system efficiencies, and scaling operations for growth.• Excellent analytical and problem-solving skills, with the ability to leverage data to drive decision-making and operational improvements.• Strong project management skills, with the ability to lead cross-functional initiatives and manage timelines and resources effectively.• Exceptional communication skills, with the ability to clearly articulate technical concepts to non-technical stakeholders.• Proficiency in building reports and dashboards in tools such as Salesforce and CSPs, with a deep understanding of key CX metrics.• Experience working with third-party vendors, managing contracts, and ensuring optimal system performance.• Ability to thrive in a fast-paced, dynamic environment and handle multiple priorities effectively.Benefits• Unlimited paid time off with unlimited personal, vacation, and sick days.• 401k with 4% matching. No time delays with instant vesting. Enroll and keep all money on day 1.• 100% paid health insurance including medical, dental, and vision on Cigna's PPO Open Access Plus plan, and 25% covered for dependents.• $100,000 life insurance policy to take care of your loved ones.• Short-term and long-term disability insurance for unexpected events.• Company expense card and a monthly stipend for any business expenses (training courses, certifications, equipment, whatever you want!).• World-class training program where you're paired with an onboarding buddy to ensure your success.• Work on Lincoln Road (for those working in our Miami office), the most vibrant street worldwide with great restaurants, activities, and walking distance from the beach.• No micromanagement - We believe responsible people thrive on freedom.• Great equipment - Ergonomic chairs, stand-up desks, Mac or PC laptops, dual monitors, and more.• No rules - No dress code, policies, or handbooks. Just do great work & have fun!• Get paid bi weekly with Gusto payroll - Split paychecks between different bank accounts, save money automatically towards a travel or emergency fund. Get a high-interest savings account, free payroll advances, and more.Additional InformationPlease only apply if you're very serious. As an equal opportunity employer with a non-biased interview process, you will be asked to complete an application, followed by a 25 minute assessment to make sure you're an A Player who also takes this process seriously.You will work directly with our co-founders and will receive training on all tasks.This position is one with many responsibilities that will continually change as we continue to grow. The most important part is that you learn as much as you can from others around you, and help improve the company in any way possible.Learn more about us from our careers page. We look forward to hearing from you soon!