About Optibus:
Optibus is a unified software platform revolutionizing public transportation planning, scheduling, and operations in over 7,000 cities worldwide. Using AI, ML, and optimization algorithms, it empowers agencies to design more efficient, equitable, and sustainable transit networks, enhancing passenger access, reducing emissions, and improving driver conditions. With offices globally and a team of 350+ employees, Optibus fosters a collaborative culture centered on innovation, determination, and impact. As the first unicorn in public transportation technology, Optibus is driving the modernization of mass transit to make it the preferred choice for cities and passengers alike.
About the position:
We are looking for a highly technical, process-driven CS Operations Architect to serve as the technical backbone of our global Customer Success organization (maternity cover - 6 months with the possibility to extend). Based in one of our London offices and reporting to our Senior Project Manager, you’ll take on the technical responsibilities of our Customer Success Operations function. This role is critical to ensuring the smooth execution of our Customer Success processes, automation, and reporting, and keeping our operations engine running. This involves operating under a disciplined framework that prioritizes CS roadmap development, cross-functional alignment, and ad-hoc CS management support. This will be a hybrid role working 3 days per week from the local Optibus office.
Responsibilities:
Data Architecture & Technical Analysis
- Central Administration: Serve as the central admin for the CS tool stack, including Jira, Rocketlane, and Intercom.
- Datawarehouse & BI Mastery: Interrogate CS data via Snowflake and build sophisticated dashboards for CS leadership using Rocketlane, Intercom, Salesforce, Snowflake, SQL, or other BI and AI tools.
- Governance & Ownership: Manage data governance, integrations, and ownership of CS data across core systems like Salesforce and Snowflake.
- Predictive Modelling: Build and improve data models for Customer Health Scoring, CS Resource and Capacity Planning, and Technical teams' efficiency.
- System Hygiene: Lead recurring data maintenance and cleansing sprints to ensure the CS engine remains accurate and efficient.
Cross-Functional Collaboration
- Revenue Operations Partnership: Act as the primary CS point of contact for RevOps regarding CS-owned objects and data in Salesforce and Snowflake.
- Process Design: Design and integrate scalable CS processes with other operations teams in Revenue, Marketing, Product, Finance, and Engineering teams.
- Feedback Loops: Execute cross-functional processes for customer feedback to the Product team and insights from Support cases into CS playbooks.
Strategic Ad Hoc Support
- Executive Support: Manage ad-hoc and high-priority executive requests through a structured intake process that preserves your capacity for deep work.
- 3-4+ years of experience in CS Operations, Revenue Operations or Data Analysis in the SaaS industry
- Technical Stack: Proven track record of managing data and reporting in Snowflake and Salesforce (or equivalent BI tools). Experience using or managing data in Intercom and Rocketlane is a plus.
- Systems Expertise: Experience with Salesforce.com architecture and managing diverse SaaS integrations (APIs)
- Analytical Rigor: Outstanding skills in identifying and correlating technical metrics to customer success KPIs.
- Process Engineering: Demonstrated track record of designing scalable business processes with a focus on automation. Experience using workflow automation tools like Workato (or equivalent), and agentic AI tools is a plus.
- Communication: Ability to explain complex data models to non-technical stakeholders.
- Environment: Ability to collaborate with cross-functional teams and manage multiple priorities.
Optibus is proud to be an equal opportunity employer. We hire talented individuals, regardless of gender, race, ethnicity, ancestry, age, disability, sexual orientation, gender identity or expression, cultural background, religious beliefs, or any other characteristic protected by federal, state, or local laws. It is our responsibility at Optibus to provide an inclusive and accessible interview experience for all. We will provide reasonable accommodations for all candidates in need of individualised support during the hiring process.
Interview process:
- Manager Interview with the Customer Success Operations Lead
- Panel Interview with Head of Project Management Office, Senior Project Manager and Customer Success Operations Lead
- HR call with Talent Acquisition Team
- Reference check
- Offer
