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Shine

Senior Customer Operations Manager

Shine

. Design and build the customer service ecosystem for future operations .

Posted 10/6/2026full-timeParis • FranceSeniorWebsite

Core Competencies

Role fit
Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in designing and optimizing customer service ecosystems, with a strong focus on operational metrics, automation, and AI integration. Proven ability to lead cross-team projects and implement effective solutions in fast-paced SaaS or fintech environments.

Highest-signal resume keywords
Customer Service Ecosystem DesignOperational Metrics DefinitionAI Tools ImplementationCross-Team Project LeadershipCustomer Support Process Design

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills
Customer OperationsSupport OperationsCRM ConfigurationWorkflow AutomationAI Agent DevelopmentProcess DesignTool MigrationPerformance ReportingRoot Cause AnalysisSolution Building
Soft Skills
Clear CommunicationStructured Problem SolvingPragmatic Approach
Tools & Technologies
IntercomServiceNowAircallGenesysSnowflakeSegmentReverse ETLN8nZapierClaude
Industry Keywords
SaaSFintechCustomer ExperienceOperational EfficiencyTeam Experience

Tech Stack

Tools & technologies
ETLServiceNow

About the role

Key responsibilities & impact
  • Design and build the customer service ecosystem for future operations
  • Select, implement, connect, simplify, and retire customer service tools
  • Own configurations, usage, costs, integrations, access, and workflows
  • Improve end-to-end customer service processes from initial need through resolution and follow-up
  • Identify root causes of operational friction while balancing customer outcomes, team experience, quality, and efficiency
  • Lead operational projects from discovery and business case through implementation, adoption, and impact review
  • Define operational metrics and build performance reporting
  • Identify and implement workflow automations and AI agents to speed up or automate work
  • Set standards for AI use by customer-facing teams

Requirements

What you’ll need
  • Around 5 or more years in Customer or Support Operations, Revenue Operations, or a CRM-focused role
  • Experience ideally in a fast-growing SaaS or fintech company
  • Hands-on experience building or deeply configuring customer systems and operational tools
  • Experience designing support processes and leading tool migrations
  • Track record of leading cross-team projects and delivering measurable, adopted improvements
  • Strong technical understanding of systems and automation
  • Ability to build solutions from scratch
  • Structured and pragmatic approach to ambiguous problems
  • Clear communication with frontline teams and senior stakeholders
  • Confident everyday use of AI tools such as Claude
  • Experience building AI agents or automations
  • Fluent English
  • Nice to have: experience with Intercom, ServiceNow, Aircall, or Genesys
  • Nice to have: experience with Snowflake, Segment, reverse ETL, n8n, or Zapier
  • Nice to have: experience working across several brands or markets

Benefits

Comp & perks
  • Real ownership of the customer service stack and operating model
  • Visible impact on customers and Support teams
  • Room to experiment with and deploy AI solutions
  • Possibility of two remote working days per week