Customer Operations (CCO), General Operations Specialist

About the role

monday.com is the AI work platform powering the most ambitious teams. 250,000+ customers across departments use us to bring people, workflows, and AI agents together on one flexible platform where AI doesn't just assist, it executes. We move fast, build things that matter, and foster an ownership-driven culture where you're empowered to shape how organizations work and outpace their competition.

Responsibilities

• Support account assignment and rebalancing processes across CS, Professional Services, CX, and Tech Touch, ensuring accurate ownership and coverage across the book of business.
• Aid with capacity management tracking - monitoring team bandwidth, flagging imbalances, and helping surface data to inform staffing and coverage decisions.
• Manage and maintain operational data hygiene in Salesforce and CS platforms, including account records, assignment updates, and segmentation attributes.
• Field and resolve day-to-day operational requests from CCO teams, triaging issues related to account ownership, tooling, data, and workflow gaps.
• Support account onboarding and transition workflows to ensure smooth handoffs across teams and a consistent customer experience.
• Support and drive operational projects and programs across CCO, partnering with regional and functional leads to scope requirements, align stakeholders, and move strategic initiatives from planning to execution.
• Build and maintain Salesforce reports and dashboards to track key CCO metrics including account health, capacity utilization, renewals coverage, and services attached.
• Identify and flag data gaps, inconsistencies, or process inefficiencies that impact reporting accuracy or field execution.
• Prepare regular operational summaries and ad hoc analysis to support CCO and GTM leadership decision-making.
• Partner with Revenue Operations and analytics teams to ensure CCO data is accurate, consistent, and actionable.
• Document and build operational processes, workflows, policies and guidelines to support consistency and repeatability across CCO teams.
• Support the adoption and day-to-day use of CRM and CS platforms (e.g., Salesforce, Gainsight, or similar), serving as a resource for field teams with tooling questions.
• Assist with the implementation and rollout of operational improvements, tools, or process changes across CCO.
• Partner with Enablement teams to ensure processes and tools are clearly documented and accessible for frontline teams.
• As AI becomes central to how customers derive value from the monday.com platform, help build and evolve the operational processes that support growing AI consumption across the CCO organization.

Requirements

• Bachelor's degree in Business, Operations, Analytics, or a related field.
• 5+ years of experience in Customer Success Operations, Revenue Operations, GTM Operations, or a related operational role, ideally within a SaaS or technology company.
• Familiarity with post-sale GTM motions - including account segmentation, onboarding, renewals, and CS coverage models.
• Hands-on experience with Salesforce (report and dashboard building required).
• Strong attention to detail and data hygiene practices, with the ability to manage and maintain complex operational data sets.
• Excellent communication and collaboration skills - comfortable working across CS, Professional Services, CX, Sales, and RevOps teams.
• Organized, proactive, and capable of managing multiple priorities and requests simultaneously in a fast-paced environment.
• A problem-solving mindset with a bias toward action - you identify gaps and follow through to resolution.

Nice to have

• Experience supporting capacity planning, account rebalancing, or book of business design.
• Exposure to cross-functional operational projects or change management initiatives.
• Familiarity with monday.com or similar work management platforms.