Manager, Customer Operations Systems

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. Your Role at impact.com: 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. 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. 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. What You Bring: Operational Experience: Proven experience managing technical/systems operations in a large and complex business (preferably SaaS) You don't need to be a career backend developer, but you must be technicall