Apply on Employer Site

Relay · 2 months ago

Operations Technology Specialist II

Raleigh, NC

Full-time

Onsite

Mid, Senior Level

3+ years exp

Relay is a Raleigh-based tech startup focused on transforming communication for frontline workers. They are seeking an Operations Technology Specialist II to implement and maintain strategic technology solutions that enhance operational efficiency and support customer-facing teams.

Communication HardwareGPSProductivity ToolsSoftware

Responsibilities

Implement, Iterate, and Support Operational Processes and Technology: Partner with leadership across Customer Success, and Support to execute the technology roadmap, focusing on building and maintaining the core operational systems. You'll design, implement, and iterate on system configurations, custom automations, and advanced workflows within our CRM, CSP, and other key platforms to drive efficiency and support our operating strategy

Leverage AI for Operational Transformation: Be well-versed in the application of AI/LLM technologies to solve operational challenges. Identify opportunities and implement AI-powered tools and solutions to improve team efficiency and enhance customer experience

Provide Technical Documentation: Create and maintain clear, accurate technical documentation for the processes, automations, and tools you build to ensure long-term sustainability of our evolving tech stack and knowledge transfer

Technical Troubleshooting: Provide advanced technical support for operational systems, troubleshooting complex issues and implementing permanent solutions to prevent future problems

Data Analysis and Reporting: Utilize data querying tools such as SQL to build reports and dashboards that provide insights into customer health, team performance, and operational KPIs, supporting data-driven decision-making. Ensure new and revised systems and processes follow our existing data structure to ensure proper data hygiene, consistency, and efficient data analysis

Cross-Functional Partnership: Immerse yourself in the daily operations of Customer Success, Support, and Business Operations to gain and maintain a thorough understanding of their key functions, technology utilization, and core processes. This will enable your effectiveness in partnering with these teams through enhancements and iterations

Qualification

CRM administrationAI/ML toolsSQLData analysisScripting languagesProject managementTechnical troubleshootingAnalytical skillsTechnical documentationCommunication skills

Required

Bachelor's degree in a relevant field or equivalent experience

3-5 years of experience in an IT, System Administration/Engineering, or Operations Technology role, with a strong focus on systems administration and technology processes

Advanced technical proficiency with a proven ability to build and manage systems

Experience with administration and customization of CRM and/or Customer Success platforms (i.e. Zoho, Hubspot, Gainsight, Totango, Zoom, etc.) in a growing organization, including new system implementations and enablement

Experience leveraging AI/ML tools to improve business or operational processes

Expert-level skills with spreadsheets (e.g., Google Sheets, Microsoft Excel), including advanced functions, pivot tables, and data modeling

Experience with scripting languages (e.g., JavaScript, Python, etc.) or other programming languages to perform various functions

Knowledge of APIs and experience building secure integrations between systems

Strong proficiency in SQL for data analysis and reporting

Excellent analytical and problem-solving abilities with meticulous attention to detail

Project management experience and familiarity with PM principles (AGILE, SCRUM, etc.)

Exceptional communication skills, with the ability to translate technical concepts for non-technical audiences