Job Description

About Customer.io

Over 7,500 companies — from scrappy startups to global brands — use our platform to send billions of emails, push notifications, in-app messages, and SMS every day. Customer.io powers automated communication that people actually want to receive. We help teams send smarter, more relevant messages using real-time behavioral data.

About you

You're a systems-minded operator and strategic partner who loves bringing order to chaos. You blend business intuition, executive presence, a bias for action, and a knack for turning fragmented tools and processes into streamlined, scalable workflows. You're energized by solving operational challenges, particularly in product-led SaaS environments, and you're curious about how AI can enhance internal efficiency. Whether it's rolling up your sleeves to audit tools, designing smarter workflows, or supporting strategic initiatives, you bring clarity, precision, and an ownership mindset to everything you do.

What you'll do

• Audit, document, and modernize our product, design, and docs workflows , identifying opportunities for AI augmentation or automation, for example:
  • Drive consolidation of product feedback and tooling into Enterpret, including mapping inflows from existing and new systems of record within sales and customer experience.
  • Lead the maintenance and adoption of Enterpret as our product intelligence platform, maximizing cross-functional engagement and ensuring it serves as the system of record for product feedback and insights.
  • Build and deploy Slack-based AI bots using no-code platforms like Kapa.ai to answer common internal product questions (e.g., Switchboard-style assistance for fast lookups).
  • Collaborate with Product and Design leads to archive and clean up legacy content wherever it lurks —removing stale docs and improving discoverability.
• Serve as an execution-oriented partner to the VP of Product & Design , assisting with special projects, deliverables, and acting as a go-to resource on operational and cross-functional matters, such as:
  • Researching and consulting on organizational design for high-performance product and design teams
  • Reviewing and organizing product goals and metrics needed for targeted communications
  • Conducting pricing reviews and investigations across our SaaS offerings and tiers
  • Supporting the development of internal presentations to represent Product & Design in business reviews (EBR’s and QBR’s) and cross-functional initiatives
  • Helping to plan and organize Product, Design, and Docs team activities during monthly, quarterly, or annual events
  • Assisting with talk track development for industry interviews and speaking engagements.

What we're looking for

• 7+ years of experience in Operations, Strategy, Program Management, or related role within a technology consulting or SaaS technology company.
• Proven ability to audit, clean, and consolidate fragmented processes and tools into clear, centralized systems.
• Experience with the operation and maintenance of SaaS platforms like Enterpret and Linear.
• Strong strategic thinking and communication skills —comfortable developing presentations, talk tracks, and messaging for both internal and external audiences.
• Comfort working independently and cross-functionally at all levels of the organization—especially in fast-moving or ambiguous environments.
• Executive presence and the ability to partner with leadership on high-impact projects and strategic initiatives.
• Curiosity and initiative to explore AI tools for internal efficiency, such as AI-powered bots, auto-triage, or smart documentation.
• Exceptional attention to detail and organizational skills, especially when managing documentation, access, or workflow dependencies.
• A pragmatic communicator who values clarity and async collaboration across time zones.

Compensation & Benefits

We believe in transparency. Starting salary for this role is $160k-$180k USD (or equivalent in local currency) depending on experience and subject to market rate adjustment.

We know our people are what make us great, and we're committed to taking great care of them. Our inclusive benefits package supports your well-being and growth, including 100% coverage of medical, dental, vision, mental health, and supplemental insurance premiums for you and your family . We also offer 16 weeks paid parental leave, unlimited PTO , stipends for remote work and wellness, a professional development budget, and more.

Zone 1: $190k-$210k USD

Zone 2: $175k-$195k USD

Zone 3: $160k-$180k USD

Our Process

No gotchas, no trick questions - just a clear, human process designed to help both of us make an informed decision.

1. 30-minute call with a Recruiter
2. 45-minute video call with the Hiring Manager
3. 60-minute Product Ops Case video call
4. 30-minute Bar Raiser video call

All final candidates will be asked to complete a background check and employment verifications as part of our pre-employment process.

Customer.io recognizes the stifling impact of systemic injustice on diverse communities. We commit to using our influence to increase inclusion and equity within the tech industry. We strive to build an inclusive team culture, implement bias-free hiring practices, and develop community partnerships to expand our global impact.

Zoom is the only video conference platform that we use, virtual interviews will be conducted using the video capability (i.e., not via the chat), and offers will be extended in writing on official Customer.io letterhead. Please be vigilant in all of your job search activity, and if you have any questions please contact jobs@customer.io .

Join us!

Check out our careers page for more information about why you should come work with us! We believe in empathy, transparency, responsibility, and, yes, a little awkwardness. If you're excited by what you read — apply now.

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