Senior Manager, CS Operations (PFT)

Luxury Presence is building the AI growth platform for real estate. Backed by Bessemer Venture Partners and other top investors, we're a Series C company on track to hit $100M in annual recurring revenue in the next six months. More than 80,000 real estate professionals, including over 30% of the top-ranked agents in the world, use us to run and grow their business. Why This Role Matters Every Luxury Presence client starts with a launch. Our Product Fulfillment Team builds and launches the websites and products our clients run their business on, and the speed and quality of that work shapes a client's first impression of us. As we scale, the tools and processes behind fulfillment are ready for their next chapter. We are looking for a Senior Manager of CS Operations to own fulfillment operations end to end: the tooling, automation, and process that let our builders and QA teams launch more clients, faster, with fewer errors. You will report to the Director of CS Operations and work side by side with fulfillment and onboarding leaders and our internal tools engineers. This isn't a role where someone hands you a plan. You will spend your first weeks inside the work, learning how launches actually happen, then decide what to build, what to automate, and what to leave alone. You don't need to know real estate or our tools on day one. You do need to learn fast, form a point of view, and drive it to adoption. You must be AI-forward. What You'll Own Fulfillment tooling and automation Own the roadmap for fulfillment tools and automations, from scoping through build, launch, and adoption Partner with internal tools engineers by giving clear briefs on the problem and the outcome, then let them design the solution Rebuild and consolidate existing automations so they are reliable, documented, and easy to maintain Process and workflow design Map the launch workflow as it runs today and as it should run, separating what needs human judgment from what automation can absorb Design processes that consolidate rather than fragment, folding new needs into existing workflows where possible Set the operational definition of "launch-ready" with fulfillment leadership Prioritization and measurement Bring stakeholders a prioritized recommendation, not a backlog, and say no to low-impact work with a clear rationale and a workaround Establish baselines for cycle time, rework, and manual effort, and own the targets that follow Separate adoption from impact: a tool people use is not the same as a tool that moved a metric Cross-functional partnership Work closely with fulfillment, onboarding, and engineering leaders to reduce handoff errors and rework Translate between business needs and technical teams in both directions What We're Looking For Experience 5+ years in operations at a SaaS or tech company: implementation operations, professional services operations, CS operations, revenue operations, or similar Hands-on experience in the frontline work you would support (for example implementation, web production, onboarding, or delivery) before moving into operations A track record of building and shipping internal tools, automations, or systems from scratch, working with engineers to get them adopted Experience in fast-moving, high-growth environments where you operated with real autonomy Mindset You own problems, not tasks, and drive them to completion without needing direction You ask questions before you act, and you form a clear point of view once you have You can explain a specific time you said no to a stakeholder, and why You know when to ship fast and iterate and when to slow down, and you can name what drives that call You learn by watching how people actually work, not just by reading requirements You take pushback well and change your plan when the evidence says you should You communicate complex situations clearly and concisely, especially to executives Technical foundation Active, daily use of AI tools in your work, with examples of workflows you have automated Comfort with workflow automation platforms (n8n, Zapier, Workato, or similar) Experience with Salesforce or similar systems of record Strong analytical skills: you can define a metric, build a baseline, and use it to make decisions Nice to have Background in website production, web agencies, or website platforms Familiarity with real estate technology, MLS data, or IDX integrations (not required; we will teach you) Experience as an internal product owner for ops-built tools The real estate industry is in the midst of a seismic shift, and the future belongs to those who break new ground. As one of the fastest-growing companies in the proptech and marketing sectors, Luxury Presence challenges the status quo of what technology can do for real estate agents, leaders, and brokerages. We're a team of agile and tenacious innovators working collaboratively to drive the industry forward. Together, we build game-changing products that empower modern real estate entrepreneurs to dominate their markets. From award-winning web design to agile SEO solutions to cutting-edge AI tools, we deliver tech that anticipates market shifts and keeps our clients ahead of their competition. Founded in 2016 by Stanford Business School alum Malte Kramer, Luxury Presence has grown to a global team ranked on the Inc. 5000 fastest-growing companies list three years in a row. We're backed by world-class investors, including Bessemer Venture Partners, NextEquity Partners, Toba Capital, and Switch Ventures, and have raised $76.3 million to date. More than 18,000 real estate businesses rely on our platform, including 30% of the Wall Street Journal RealTrends top agents and teams. Additionally, many of the industry's most powerful brokerages rely on Luxury Presence as a trusted business partner. Every year since 2020, Luxury Presence has ranked on BuiltIn's Best Place to Work lists. HousingWire named our founder and CEO a 2024 Tech Trendsetter, we've received several Tech100 Awards, and our lead nurturing tool just scored an Inman Innovation Award for Best AI-Powered Platform. Luxury Presence is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, or national origin. We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.