Process & Operations Manager MX

Customer Success & Operations Manager

Full-Time | Remote

We’re a growing US-based company looking for a hands-on Customer Success & Operations Manager who loves turning complexity into clear, scalable systems. You will outline existing processes, identify inefficiencies and risks, and build practical workflows, SOPs, quality controls, automations, and reporting. You will also help the team adopt these processes and continuously improve them based on results.

This is not a purely strategic or advisory position. You must enjoy getting into the details, creating the documentation and systems yourself, testing them in real operations, and following through until they are working consistently.

The right person is resourceful, highly organized, curious, and comfortable bringing structure to an evolving startup environment. You should be equally comfortable interviewing employees about a process, mapping a complicated workflow, writing a clear SOP, configuring a project-management or CRM system, and using AI to reduce manual work.

Key Responsibilities

• Document how our core operational processes currently work
• Identify bottlenecks, recurring errors, unnecessary steps, unclear ownership, and opportunities for improvement
• Design scalable workflows with clear steps, responsibilities, decision points, handoffs, deadlines, and escalation paths
• Create practical SOPs, checklists, templates, and training materials that employees can easily follow
• Establish quality-control procedures to improve accuracy and consistency
• Develop operational metrics, dashboards, and reporting that make performance and problems visible
• Use AI tools to analyze processes, create documentation, review work, identify missing information, and improve operational efficiency
• Create reusable prompts and AI-assisted workflows for recurring tasks
• Identify opportunities for automation across our CRM, project-management tools, and other systems
• Determine when AI or automation is appropriate and when human judgment or review is necessary
• Work with team members to test, implement, and refine new processes
• Train employees on new tools and workflows and monitor whether processes are being followed
• Manage operational improvement projects from initial diagnosis through implementation and measurement
• Maintain an organized system for reviewing and updating SOPs as the business evolves
• Support additional operational priorities as the company grows

Required Qualifications

• At least five years of professional experience, including three or more years in operations, process improvement, implementation, program management, or customer success operations
• Demonstrated experience personally creating and implementing SOPs and scalable workflows
• Experience improving processes involving multiple teams, systems, or handoffs
• Strong project-management skills and a track record of driving work through completion
• Practical proficiency with AI tools such as ChatGPT, Claude, Gemini, or similar platforms
• Experience using AI for more than basic writing or summarization—for example, process analysis, quality control, structured data extraction, workflow design, or automation
• Experience with CRM, project-management, or workflow platforms such as Zoho, Salesforce, HubSpot, Monday.com, Asana, or Jira
• Ability to define operational metrics and use data to identify problems and measure improvements
• Excellent written and spoken English
• Strong attention to detail, judgment, initiative, and follow-through

Position Details

• This is a fully remote position.
• Reliable internet and a professional remote workspace are required.
• Professional English fluency is required. Only applications with an English-language résumé will be considered.

Job Type: Full-time

Application Question(s):

• How many years of Operations and Process Improvement experience do you have?
• What's important to you in your next role?
• What is your desired compensation? (Monthly in USD)

Work Location: Remote