Job Description

Position Overview

Customer.io is seeking a systems-minded operator to join our team. This role focuses on bringing order to chaos by consolidating product feedback and tooling, streamlining workflows, and exploring AI augmentation for internal efficiency. You will be instrumental in establishing and maintaining systems of record for product input, building AI-powered bots, and modernizing existing product workflows.

About Customer.io

Over 7,500 companies, from startups to global brands, rely on Customer.io to send billions of emails, push notifications, in-app messages, and SMS daily. We empower teams to deliver automated communication that people actually want to receive, leveraging real-time behavioral data for smarter, more relevant messaging.

About You

You are a systems-minded operator with strong product intuition and a bias for action. You excel at turning fragmented tools and processes into streamlined, scalable workflows. You are energized by solving operational challenges, particularly in product-led SaaS environments, and are curious about leveraging AI to enhance internal efficiency. You approach tasks with clarity, precision, and an ownership mindset, whether auditing tools or designing new workflows.

Responsibilities

• Lead the consolidation of product feedback and tooling into Cycle, mapping inflows from CSMs, Marketing, Support, and spreadsheets.
• Set up and maintain Cycle as the system of record for product input, owning taxonomy, permissions, job-to-be-done tagging, and cross-functional onboarding.
• Build and deploy Slack-based AI bots to answer common internal product questions (e.g., Switchboard-style assistance for fast lookups).
• Audit, document, and modernize existing product workflows (e.g., bug triage in Zapier), identifying opportunities for AI augmentation or automation.
• Collaborate with Product and Design leads to archive and clean up legacy content in Notion, removing stale docs and improving findability.
• Serve as a go-to partner for product tooling support, documentation hygiene, and scalable workflow development across the organization.

Requirements

• 3+ years of experience in Product Operations, Program Management, or a related role within a SaaS or product-led company.
• Proven ability to audit, clean, and consolidate fragmented processes and tools into clear, centralized systems.
• Experience with product tooling such as Cycle, Zapier, Notion, and Slack integrations. Familiarity with jobs-to-be-done frameworks is a plus.
• Comfort working independently and cross-functionally, especially in fast-moving or ambiguous environments.
• Curiosity and initiative to explore AI tools for internal efficiency, such as AI-powered bots, auto-triage, or smart documentation.
• Exceptional attention to detail and organizational skills, particularly when managing documentation, access, or workflow dependencies.
• Pragmatic communicator who values clarity and async collaboration across time zones.

Compensation & Benefits

• Salary: $60/hr - $70/hr USD (or equivalent in local currency), depending on experience and subject to market rate adjustment.

Our Process

Our hiring process is designed to be clear and human, ensuring both parties can make an informed decision:

1. 30-minute video call with a Recruiter.
2. 60-minute video call with the Hiring Manager.
3. All final candidates will be asked to complete a background check and employment verifications as part of our pre-employment process.

Company Information

Customer.io recognizes the stifling impact of systemic injustice on diverse communities. We are committed to using our influence to increase inclusion and equity within the tech industry. We strive to build an inclusive team culture, implement bias-free hiring practices, and develop community partnerships to expand our global impact.

Important Note: Zoom is our only video conference platform. Virtual interviews will be conducted using its video capability. Offers will be extended in writing on official Customer.io letterhead. Please be vigilant in all job search activity and contact jobs@customer.io with any questions.

Join us! Check out our careers page for more information about why you should come work with us.

Salary: $60-$70/hr USD Location Type: Employment Type: