Process Operations & Productivity Manager

TL;DR

Process Operations & Productivity Manager: Improving the Customer Success team's operations at scale with an accent on designing and implementing systems, workflows, and tools. Focus on simplifying work processes and ensuring the operating model supports growth.

Location: Mexico City

Company

Smartly is the AI-powered advertising technology company transforming ad experiences for brands and their consumers.

What you will do

• Design and standardize the Customer Success operating model across segments.
• Audit and improve day-to-day CSM workflows, especially across customer interactions and cross-functional handoffs.
• Develop and implement automation and AI-driven solutions, including health scoring and workflow triggers.
• Define and operationalize productivity and capacity models, including revenue benchmarks and workload distribution.
• Establish reporting frameworks to track managed revenue, retention, expansion pipeline, portfolio health, and productivity metrics.
• Lead adoption of new processes and tools through training, documentation, and continuous improvement efforts.

Requirements

• Strong experience in Customer Success, RevOps, Strategy & Operations, or Operational Excellence.
• Experience improving or scaling post-sales teams in a SaaS environment.
• Proven ability to design processes and implement operational improvements that drive measurable outcomes.
• Experience applying automation or AI to business workflows.
• Strong systems thinking and ability to translate complexity into clear, scalable processes.
• Clear and effective communication skills, both written and verbal.

Culture & Benefits

• Five weeks paid time off (PTO), 11 company paid holidays, unlimited sick days.
• Generous healthcare packages & mental health benefits.
• 401K plus matching & equity grants for all new Smartlies.
• Wellness benefit & learning reimbursement opportunities.
• Volunteer time off days & company donation matching opportunities.