Operations Manager, Customer Success & AI Enablement
Whip Around · Washington, DC · 1 mo ago
Management$105k–$125k/yrFull-time
We need to output HTML fragment with sections: About the role? The posting includes description of company, role, responsibilities, requirements, etc. We must not repeat job title as heading. Use for section headings: About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule. Only include sections if posting has real specific content. We need to extract content.
Let's parse posting:
Company description: Whip Around is an award-winning... mission... Team culture... senior leadership... etc. That's about the company, could be "About the role" or maybe "About the company". But we have only allowed headings: About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule. We could put company overview under About the role? Probably "About the role" includes description of role and maybe company context. We'll include a paragraph summarizing role purpose.
Responsibilities: many bullet points under "What Success Looks Like" sections: Operational Delivery & Support, AI Enablement & Use-Case Production, Process Improvement & Systems, Data, Reporting & Stakeholder Support, Collaboration & Team Support, Compliance & Quality. Those are responsibilities.
Requirements: "Experience & Qualifications:" includes Bachelor's degree, 5+ years hands-on experience, demonstrated experience administering and improving production Salesforce environments, experience owning or contributing substantially to system implementations, integrations, migrations, or significant platform changes... That's requirements.
Qualifications: maybe separate? The posting lumps qualifications with requirements. Could treat "Qualifications" as same as requirements? But we need separate sections only if content. Could combine? Probably we should put requirements under Requirements, and maybe Qualifications could be empty -> omit. Skills: list of competencies: Critical Competencies (Customer Success Agentic Strategy & Delivery, AI Engineering & Operations, Salesforce & Customer Success Systems Engineering & Administration, Professional Skills). Also Preferred And Differentiated Competencies. Those could go under Skills.
Benefits, Pay, Schedule: not mentioned. So omit those sections.
We must not include boilerplate like EEO etc. Not present.
We need to preserve all substantive information. So we need to include details from each bullet.
We'll produce HTML with
for section headings: About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule. Only include sections if posting has real specific content. We need to extract content.
Let's parse posting:
Company description: Whip Around is an award-winning... mission... Team culture... senior leadership... etc. That's about the company, could be "About the role" or maybe "About the company". But we have only allowed headings: About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule. We could put company overview under About the role? Probably "About the role" includes description of role and maybe company context. We'll include a paragraph summarizing role purpose.
Responsibilities: many bullet points under "What Success Looks Like" sections: Operational Delivery & Support, AI Enablement & Use-Case Production, Process Improvement & Systems, Data, Reporting & Stakeholder Support, Collaboration & Team Support, Compliance & Quality. Those are responsibilities.
Requirements: "Experience & Qualifications:" includes Bachelor's degree, 5+ years hands-on experience, demonstrated experience administering and improving production Salesforce environments, experience owning or contributing substantially to system implementations, integrations, migrations, or significant platform changes... That's requirements.
Qualifications: maybe separate? The posting lumps qualifications with requirements. Could treat "Qualifications" as same as requirements? But we need separate sections only if content. Could combine? Probably we should put requirements under Requirements, and maybe Qualifications could be empty -> omit. Skills: list of competencies: Critical Competencies (Customer Success Agentic Strategy & Delivery, AI Engineering & Operations, Salesforce & Customer Success Systems Engineering & Administration, Professional Skills). Also Preferred And Differentiated Competencies. Those could go under Skills.
Benefits, Pay, Schedule: not mentioned. So omit those sections.
We must not include boilerplate like EEO etc. Not present.
We need to preserve all substantive information. So we need to include details from each bullet.
We'll produce HTML with headings and - for lists,
for prose.
We must not repeat job title. No job title given explicitly; maybe "Operations Manager". We'll not use as heading.
Let's craft.
First, About the role: include company mission and role purpose: Reporting to Director of Operations, helps keep AI tools and Customer Success systems running smoothly, supports AI development, maintains integrations, strengthens AI models, supports AI enablement for Customer Success, identify practical opportunities for AI/automation, turn experiments into reliable use cases, embed tools, etc.
We'll write a paragraph.
Responsibilities: list each responsibility area with sub-bullets? Could flatten.
We'll create
with each responsibility as - containing maybe further
for subpoints? The instruction: Use - for any list of duties/requirements/benefits. It doesn't forbid nested lists, but we can keep simple: each duty as
- with sentences.
We'll include all responsibilities from "What Success Looks Like" sections.
Let's extract:
Operational Delivery & Support:
- Manage day-to-day operations within the Customer Success tools, supporting the Director of Operations to keep workflows, resources and projects on track and aligned to team goals.
- Track and report on operational KPIs against targets set with the Director, flagging performance gaps and helping put corrective action in place.
- Help manage operational budgets and tools, keeping an eye on spend and making sure we get good value from our systems and vendors.
AI Enablement & Use-Case Production:
- Support the rollout and adoption of AI and automation tools across the team, providing guides, training and hands-on help people need to use them confidently.
- Help identify and prioritize practical AI use cases tied to clear outcomes — reducing manual effort, improving consistency and saving time or cost.
- Take promising experiments through to reliable, repeatable use cases: gathering requirements, validating outputs, supporting rollout, and maintaining, updating and improving the tools once they’re live.
- Deliver early, practical “quick wins” in the first few months, then help establish simple routines for monitoring and improving the solutions in use.
- Keep live AI tools fed with accurate, current information so they stay reliable and trusted by the people using them.
Process Improvement & Systems:
- Map and improve core operational processes, spotting bottlenecks where automation or AI could replace manual administration and sharing recommendations with the Director.
- Help maintain and improve core systems (e.g., Salesforce, Hubspot, Jira, Mixmax), and flag integration gaps or usability issues in the tech stack.
- Document processes, tools and standard operating procedures so that knowledge is captured, repeatable and easy for the team to follow.
- Manage and monitor new system integrations for the Customer Success team as they arise.
Data, Reporting & Stakeholder Support:
- Gather data needs from teams across the business and turn them into clear reports, dashboards and useful insights.
- Run regular audits of key business data to ensure accuracy, and work with teams to find and resolve sources of variance.
- Help prepare monthly and quarterly analytics for the Director and senior leadership, explaining findings clearly to both technical and non-technical audiences.
Collaboration & Team Support:
- Work closely with the Director of Operations and partner with Sales, Customer Success, Finance and Product Operations to keep work coordinated across teams.
- Bring structure, timelines and follow-through to operational projects so they stay on track.
- Provide documentation, support and training for internal users.
Compliance & Quality:
- Follow and help maintain responsible-use, data privacy and quality controls for AI and automation, so the tools we use stay safe and trustworthy.
- Support compliance with applicable data privacy regulations and partner with the Tech team on security where needed.
- Flag operational risks early and perform other duties as assigned to support projects and departmental needs.
Now Requirements: bullet list.
- Bachelor’s degree in Business Information Systems, Operations Management, Analytics, Computer Science, or a related field, or equivalent practical experience.
- 5+ years of hands-on experience in Salesforce administration, business systems, Customer or Revenue Operations, automation, data, or a related technical operations role.
- Demonstrated experience administering and improving production Salesforce environments, including automation, data management, security and permissions, reporting, integrations, troubleshooting, and ongoing user support.
- Experience owning or contributing substantially to system implementations, integrations, migrations, or significant platform changes from requirements gathering through testing, deployment, documentation, and ongoing support.
Qualifications: maybe none separate; we could omit.
Skills: include Critical Competencies and Preferred And Differentiated Competencies.
Critical Competencies:
- Customer Success Agentic Strategy & Delivery: Partner with business stakeholders to identify, prioritize, prototype, and implement high-impact automation and AI opportunities for the Customer Success team. Drive adoption of AI solutions through training, documentation, and continuous improvement based on user feedback.
- AI Engineering & Operations: Model evaluation and performance monitoring; AI observability and quality assurance; Managing hallucination risk and response accuracy; Prompt optimization and, where appropriate, model fine-tuning, and guardrails; Familiarity with data validation frameworks or QA checkpoints to catch bad or incomplete data before it reaches a production AI workflow; Evaluate emerging AI models, tools, and techniques, and recommending pragmatic adoption where they can provide measurable business value.
- Salesforce & Customer Success Systems Engineering & Administration: Strong hands-on Salesforce administration experience, equivalent to Salesforce Administrator certification-level knowledge or higher. Ability to configure, build, test, and maintain Salesforce solutions based on defined business requirements and architectural direction. Experience with Salesforce configuration including custom objects and fields, Lightning pages, permissions and security, Flow automation, validation rules, reporting, dashboards, data management, and general platform administration. Experience integrating Salesforce with Customer Success platforms and other business systems, including supporting data mapping, synchronization, process design, testing, and troubleshooting. Experience implementing, configuring, or significantly expanding Customer Success applications and workflows to support Customer Success teams and processes. Ability to translate operational requirements into practical, scalable system solutions and identify when an existing process or configuration can be improved rather than simply reproducing the current state. Strong troubleshooting skills and comfort investigating issues across multiple systems, integrations, automations, and data sources. Comfortable learning and administering multiple platforms, evaluating new functionality, and bringing forward recommendations for improving existing systems and processes. Able to work independently from high-level technical or process direction — taking a defined outcome or proposed approach and carrying it through configuration, testing, documentation, deployment, and ongoing support. Comfortable balancing project-based system development with day-to-day Salesforce and Customer Success platform administration and support.
- Professional Skills: Well organized and dependable, with the ability to manage multiple priorities, work independently, and bring structure to ambiguity. Strong analytical and problem-solving skills, with a genuine interest in identifying patterns, understanding root causes, and developing practical solutions. Excellent interpersonal and written communication skills, with the ability to build strong, supportive working relationships across technical and non-technical teams. Able to communicate complex technical concepts clearly and document system design, configuration, decisions, and dependencies in a way that supports shared ownership and future maintenance. Comfortable working from defined architectural direction while independently determining and executing the detailed steps required to deliver a solution. Collaborative approach to systems development, including actively seeking peer review, incorporating feedback, communicating proposed changes, and recognizing architecture as a shared responsibility rather than an individual domain. Ability to design solutions with maintainability, extensibility, and future change in mind, avoiding unnecessarily rigid implementations and considering downstream impacts, integrations, and eventual system transition or replacement. Strong attention to detail, accuracy, and data integrity, with a high level of professional accountability. Experience with process improvement and project coordination, including managing dependencies and communicating progress, risks, and changes. Solid working understanding of data and metadata, including data auditing, cleansing, visualization, transformation, and manipulation. Comfortable working in a fast-moving, growing environment where requirements evolve and solutions may need to adapt quickly, with a bias toward practical and measurable results. Receptive to feedback and willing to challenge or refine an approach constructively while remaining aligned with agreed technical standards, architecture, and team decisions.
Preferred And Differentiated Competencies:
- Experience with enterprise security, governance, privacy, compliance, and access-control practices.
- Familiarity with Git, source control, deployment practices, and software engineering principles that support maintainable, reviewable system development.
- Experience with API-based integrations, including REST/SOAP concepts, authentication, data mapping, error handling, and troubleshooting across connected systems.
- Working knowledge of Salesforce development technologies, including SOQL, SOSL, Apex, and Lightning Web Components.
- Experience working with relational databases such as Microsoft SQL Server or PostgreSQL, including querying, data validation, and troubleshooting.
- Strong proficiency with Microsoft Excel, including advanced formulas and data manipulation; experience with BI and visualization tools such as Tableau or Power BI is a plus.
- Prior experience implementing, configuring, migrating, or redesigning Customer Success platforms or related business applications.
- Experience supporting system integrations, platform migrations, or application transitions, including consideration for data continuity, dependencies, documentation, and maintainability.
- Previous experience working in SaaS, Customer Success, Revenue Operations, Business Systems, or a similar technology-driven environment.
- Exposure to release management, testing practices, technical documentation, and peer review processes within a shared systems environment.
- Experience evaluating new tools or platform capabilities with consideration for integration requirements, long-term maintainability, scalability, and total operational impact.
We'll put these under Skills heading.
Now produce HTML.
We need to ensure no extra text outside HTML fragment.
Let's craft:
About the role
Whip Around is an award‑winning, easy‑to‑use fleet maintenance software company that connects drivers, mechanics, and fleet managers to improve vehicle and equipment uptime. Founded in 2016 and headquartered in San Diego, CA, the company’s mission is to keep the world’s fleets moving. Reporting to the Director of Operations, the Operations Manager helps keep AI tools and Customer Success systems running smoothly and efficiently, supports AI development and accuracy, maintains integrations
- for lists,
for prose. We must not repeat job title. No job title given explicitly; maybe "Operations Manager". We'll not use as heading. Let's craft. First, About the role: include company mission and role purpose: Reporting to Director of Operations, helps keep AI tools and Customer Success systems running smoothly, supports AI development, maintains integrations, strengthens AI models, supports AI enablement for Customer Success, identify practical opportunities for AI/automation, turn experiments into reliable use cases, embed tools, etc. We'll write a paragraph. Responsibilities: list each responsibility area with sub-bullets? Could flatten. We'll create
- with each responsibility as
- containing maybe further
- for subpoints? The instruction: Use
- for any list of duties/requirements/benefits. It doesn't forbid nested lists, but we can keep simple: each duty as
- with sentences.
We'll include all responsibilities from "What Success Looks Like" sections.
Let's extract:
Operational Delivery & Support:
- Manage day-to-day operations within the Customer Success tools, supporting the Director of Operations to keep workflows, resources and projects on track and aligned to team goals.
- Track and report on operational KPIs against targets set with the Director, flagging performance gaps and helping put corrective action in place.
- Help manage operational budgets and tools, keeping an eye on spend and making sure we get good value from our systems and vendors.
AI Enablement & Use-Case Production:
- Support the rollout and adoption of AI and automation tools across the team, providing guides, training and hands-on help people need to use them confidently.
- Help identify and prioritize practical AI use cases tied to clear outcomes — reducing manual effort, improving consistency and saving time or cost.
- Take promising experiments through to reliable, repeatable use cases: gathering requirements, validating outputs, supporting rollout, and maintaining, updating and improving the tools once they’re live.
- Deliver early, practical “quick wins” in the first few months, then help establish simple routines for monitoring and improving the solutions in use.
- Keep live AI tools fed with accurate, current information so they stay reliable and trusted by the people using them.
Process Improvement & Systems:
- Map and improve core operational processes, spotting bottlenecks where automation or AI could replace manual administration and sharing recommendations with the Director.
- Help maintain and improve core systems (e.g., Salesforce, Hubspot, Jira, Mixmax), and flag integration gaps or usability issues in the tech stack.
- Document processes, tools and standard operating procedures so that knowledge is captured, repeatable and easy for the team to follow.
- Manage and monitor new system integrations for the Customer Success team as they arise.
Data, Reporting & Stakeholder Support:
- Gather data needs from teams across the business and turn them into clear reports, dashboards and useful insights.
- Run regular audits of key business data to ensure accuracy, and work with teams to find and resolve sources of variance.
- Help prepare monthly and quarterly analytics for the Director and senior leadership, explaining findings clearly to both technical and non-technical audiences.
Collaboration & Team Support:
- Work closely with the Director of Operations and partner with Sales, Customer Success, Finance and Product Operations to keep work coordinated across teams.
- Bring structure, timelines and follow-through to operational projects so they stay on track.
- Provide documentation, support and training for internal users.
Compliance & Quality:
- Follow and help maintain responsible-use, data privacy and quality controls for AI and automation, so the tools we use stay safe and trustworthy.
- Support compliance with applicable data privacy regulations and partner with the Tech team on security where needed.
- Flag operational risks early and perform other duties as assigned to support projects and departmental needs.
Now Requirements: bullet list.
- Bachelor’s degree in Business Information Systems, Operations Management, Analytics, Computer Science, or a related field, or equivalent practical experience.
- 5+ years of hands-on experience in Salesforce administration, business systems, Customer or Revenue Operations, automation, data, or a related technical operations role.
- Demonstrated experience administering and improving production Salesforce environments, including automation, data management, security and permissions, reporting, integrations, troubleshooting, and ongoing user support.
- Experience owning or contributing substantially to system implementations, integrations, migrations, or significant platform changes from requirements gathering through testing, deployment, documentation, and ongoing support.
Qualifications: maybe none separate; we could omit.
Skills: include Critical Competencies and Preferred And Differentiated Competencies.
Critical Competencies:
- Customer Success Agentic Strategy & Delivery: Partner with business stakeholders to identify, prioritize, prototype, and implement high-impact automation and AI opportunities for the Customer Success team. Drive adoption of AI solutions through training, documentation, and continuous improvement based on user feedback.
- AI Engineering & Operations: Model evaluation and performance monitoring; AI observability and quality assurance; Managing hallucination risk and response accuracy; Prompt optimization and, where appropriate, model fine-tuning, and guardrails; Familiarity with data validation frameworks or QA checkpoints to catch bad or incomplete data before it reaches a production AI workflow; Evaluate emerging AI models, tools, and techniques, and recommending pragmatic adoption where they can provide measurable business value.
- Salesforce & Customer Success Systems Engineering & Administration: Strong hands-on Salesforce administration experience, equivalent to Salesforce Administrator certification-level knowledge or higher. Ability to configure, build, test, and maintain Salesforce solutions based on defined business requirements and architectural direction. Experience with Salesforce configuration including custom objects and fields, Lightning pages, permissions and security, Flow automation, validation rules, reporting, dashboards, data management, and general platform administration. Experience integrating Salesforce with Customer Success platforms and other business systems, including supporting data mapping, synchronization, process design, testing, and troubleshooting. Experience implementing, configuring, or significantly expanding Customer Success applications and workflows to support Customer Success teams and processes. Ability to translate operational requirements into practical, scalable system solutions and identify when an existing process or configuration can be improved rather than simply reproducing the current state. Strong troubleshooting skills and comfort investigating issues across multiple systems, integrations, automations, and data sources. Comfortable learning and administering multiple platforms, evaluating new functionality, and bringing forward recommendations for improving existing systems and processes. Able to work independently from high-level technical or process direction — taking a defined outcome or proposed approach and carrying it through configuration, testing, documentation, deployment, and ongoing support. Comfortable balancing project-based system development with day-to-day Salesforce and Customer Success platform administration and support.
- Professional Skills: Well organized and dependable, with the ability to manage multiple priorities, work independently, and bring structure to ambiguity. Strong analytical and problem-solving skills, with a genuine interest in identifying patterns, understanding root causes, and developing practical solutions. Excellent interpersonal and written communication skills, with the ability to build strong, supportive working relationships across technical and non-technical teams. Able to communicate complex technical concepts clearly and document system design, configuration, decisions, and dependencies in a way that supports shared ownership and future maintenance. Comfortable working from defined architectural direction while independently determining and executing the detailed steps required to deliver a solution. Collaborative approach to systems development, including actively seeking peer review, incorporating feedback, communicating proposed changes, and recognizing architecture as a shared responsibility rather than an individual domain. Ability to design solutions with maintainability, extensibility, and future change in mind, avoiding unnecessarily rigid implementations and considering downstream impacts, integrations, and eventual system transition or replacement. Strong attention to detail, accuracy, and data integrity, with a high level of professional accountability. Experience with process improvement and project coordination, including managing dependencies and communicating progress, risks, and changes. Solid working understanding of data and metadata, including data auditing, cleansing, visualization, transformation, and manipulation. Comfortable working in a fast-moving, growing environment where requirements evolve and solutions may need to adapt quickly, with a bias toward practical and measurable results. Receptive to feedback and willing to challenge or refine an approach constructively while remaining aligned with agreed technical standards, architecture, and team decisions.
Preferred And Differentiated Competencies:
- Experience with enterprise security, governance, privacy, compliance, and access-control practices.
- Familiarity with Git, source control, deployment practices, and software engineering principles that support maintainable, reviewable system development.
- Experience with API-based integrations, including REST/SOAP concepts, authentication, data mapping, error handling, and troubleshooting across connected systems.
- Working knowledge of Salesforce development technologies, including SOQL, SOSL, Apex, and Lightning Web Components.
- Experience working with relational databases such as Microsoft SQL Server or PostgreSQL, including querying, data validation, and troubleshooting.
- Strong proficiency with Microsoft Excel, including advanced formulas and data manipulation; experience with BI and visualization tools such as Tableau or Power BI is a plus.
- Prior experience implementing, configuring, migrating, or redesigning Customer Success platforms or related business applications.
- Experience supporting system integrations, platform migrations, or application transitions, including consideration for data continuity, dependencies, documentation, and maintainability.
- Previous experience working in SaaS, Customer Success, Revenue Operations, Business Systems, or a similar technology-driven environment.
- Exposure to release management, testing practices, technical documentation, and peer review processes within a shared systems environment.
- Experience evaluating new tools or platform capabilities with consideration for integration requirements, long-term maintainability, scalability, and total operational impact.
We'll put these under Skills heading.
Now produce HTML.
We need to ensure no extra text outside HTML fragment.
Let's craft:
About the role
Whip Around is an award‑winning, easy‑to‑use fleet maintenance software company that connects drivers, mechanics, and fleet managers to improve vehicle and equipment uptime. Founded in 2016 and headquartered in San Diego, CA, the company’s mission is to keep the world’s fleets moving. Reporting to the Director of Operations, the Operations Manager helps keep AI tools and Customer Success systems running smoothly and efficiently, supports AI development and accuracy, maintains integrations
- containing maybe further