# Implementation & Operations Manager

> Open · Amsterdam, Netherlands (Remote) · — · Posted 2025-08-11

**Workplace:** remote

## Description

Open.cx is an all-in-one AI-powered customer support platform for high-volume, complex enterprise support. We help global SaaS companies, fintech leaders, and large marketplaces replace outdated multi-tool setups with one AI-first workspace that can handle complex L2/L3 cases across web, phone, and email—faster, cheaper, and with human-like empathy.

Our customers cut costs by up to 12x, boost CSAT, and finally achieve automation rates that legacy vendors only promise. Backed by Y Combinator, Pioneer Fund, and industry leaders from Klarna and Mollie, we’re building the future of enterprise support with a small, high-output team that ships and executes fast.

### **The Role**

We’re looking for an **Implementation & Operations Manager**—someone who will own the onboarding experience for new enterprise customers and keep our operational engine running smoothly.

This role is part **solution architect**, part **project manager**, and part **operations fixer**. You’ll translate complex customer needs into a working Open.cx setup, guide them through the go-live process, and ensure they’re getting value fast. On the operations side, you’ll spot inefficiencies, improve processes, and make sure the systems that keep Open.cx running are always a step ahead of growth.

At a startup like ours, this isn’t a “handoff” role. You’ll be hands-on with customers, integrations, workflows, and internal systems—and you’ll have the freedom to redesign processes if they don’t make sense.

### **What You’ll Do**

-   **Own customer onboarding:** Guide enterprise clients from contract signature to go-live, ensuring fast and smooth deployments.
-   **Solution design:** Map customer requirements into Open.cx configurations, integrations, and workflows.
-   **Project management:** Keep onboarding timelines on track, coordinate across internal teams, and communicate progress to customers.
-   **Integration setup:** Work with customer IT teams to implement APIs, SSO, telephony, and other technical requirements.
-   **Process improvement:** Identify gaps in our onboarding or operational workflows and fix them.
-   **Internal operations:** Manage key internal systems, reporting, and workflows to keep the company running efficiently.
-   **Cross-team collaboration:** Work with sales to set realistic expectations, with product to flag feature gaps, and with support to ensure smooth handovers.
-   **Customer advocacy:** Capture feedback during onboarding and feed it back into product and GTM teams.

### **What We’re Looking For**

-   **Experience:** 3–6+ years in customer onboarding, professional services, solutions engineering, or operations at a B2B SaaS company.
-   **Technical comfort:** Able to work with APIs, webhooks, and integrations (you don’t need to code, but you need to understand what’s possible and how to configure it).
-   **Project management skills:** Organized, detail-oriented, and able to manage multiple enterprise implementations in parallel.
-   **Process mindset:** You look for better, faster, smarter ways to do things—and then make them happen.
-   **Customer-first approach:** You can balance what the customer wants with what will actually succeed.
-   **Adaptability:** Comfortable with shifting priorities, changing requirements, and startup ambiguity.

### **Why Join Us**

-   **Direct impact:** The quality of your onboarding will determine how fast we expand within accounts.
-   **Massive scope:** This role touches customers, product, engineering, and GTM—few roles give you this level of visibility.
-   **YC-backed & well-funded:** paying enterprise customers, and a category-defining product.
-   **High-growth path:** As we scale, you could grow into Head of Customer Success, Professional Services Lead, or Operations Director.

**This role is for someone who loves making things work—fast, well, and at scale.**  
**If you’re the type who can walk into a messy situation, fix it, and leave it running better than before, you’ll feel right at home at Open.cx.**

## Apply

[Apply at Open](https://apply.workable.com/open-252/j/FF8A2A64FE/apply)

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