Implementation & Operations Manager

Open.cx is an all-in-one AI-powered customer support platform for high-volume, complex enterprise support. We help global SaaS companies, fintech leaders, and large marketplaces replace outdated multi-tool setups with one AI-first workspace that can handle complex L2/L3 cases across web, phone, and email—faster, cheaper, and with human-like empathy.

Our customers cut costs by up to 12x, boost CSAT, and finally achieve automation rates that legacy vendors only promise. Backed by Y Combinator, Pioneer Fund, and industry leaders from Klarna and Mollie, we’re building the future of enterprise support with a small, high-output team that ships and executes fast.

We’re looking for an Implementation & Operations Manager—someone who will own the onboarding experience for new enterprise customers and keep our operational engine running smoothly.

This role is part solution architect, part project manager, and part operations fixer. You’ll translate complex customer needs into a working Open.cx setup, guide them through the go-live process, and ensure they’re getting value fast. On the operations side, you’ll spot inefficiencies, improve processes, and make sure the systems that keep Open.cx running are always a step ahead of growth.

At a startup like ours, this isn’t a “handoff” role. You’ll be hands-on with customers, integrations, workflows, and internal systems—and you’ll have the freedom to redesign processes if they don’t make sense.

• Own customer onboarding: Guide enterprise clients from contract signature to go-live, ensuring fast and smooth deployments.
• Solution design: Map customer requirements into Open.cx configurations, integrations, and workflows.
• Project management: Keep onboarding timelines on track, coordinate across internal teams, and communicate progress to customers.
• Integration setup: Work with customer IT teams to implement APIs, SSO, telephony, and other technical requirements.
• Process improvement: Identify gaps in our onboarding or operational workflows and fix them.
• Internal operations: Manage key internal systems, reporting, and workflows to keep the company running efficiently.
• Cross-team collaboration: Work with sales to set realistic expectations, with product to flag feature gaps, and with support to ensure smooth handovers.
• Customer advocacy: Capture feedback during onboarding and feed it back into product and GTM teams.

• Experience: 3–6+ years in customer onboarding, professional services, solutions engineering, or operations at a B2B SaaS company.
• Technical comfort: Able to work with APIs, webhooks, and integrations (you don’t need to code, but you need to understand what’s possible and how to configure it).
• Project management skills: Organized, detail-oriented, and able to manage multiple enterprise implementations in parallel.
• Process mindset: You look for better, faster, smarter ways to do things—and then make them happen.
• Customer-first approach: You can balance what the customer wants with what will actually succeed.
• Adaptability: Comfortable with shifting priorities, changing requirements, and startup ambiguity.

• Direct impact: The quality of your onboarding will determine how fast we expand within accounts.
• Massive scope: This role touches customers, product, engineering, and GTM—few roles give you this level of visibility.
• YC-backed & well-funded: paying enterprise customers, and a category-defining product.
• High-growth path: As we scale, you could grow into Head of Customer Success, Professional Services Lead, or Operations Director.

This role is for someone who loves making things work—fast, well, and at scale.
If you’re the type who can walk into a messy situation, fix it, and leave it running better than before, you’ll feel right at home at Open.cx.