Luxury Presence is building the AI growth platform for real estate. Backed by Bessemer Venture Partners and other top investors, we're a Series C company on track to hit $100M in annual recurring revenue in the next six months. More than 80,000 real estate professionals, including over 30% of the top-ranked agents in the world, use us to run and grow their business.
Why This Role MattersEvery Luxury Presence client starts with a launch. Our Product Fulfillment Team builds and launches the websites and products our clients run their business on, and the speed and quality of that work shapes a client's first impression of us. As we scale, the tools and processes behind fulfillment are ready for their next chapter.
We are looking for a Senior Manager of CS Operations to own fulfillment operations end to end: the tooling, automation, and process that let our builders and QA teams launch more clients, faster, with fewer errors. You will report to the Director of CS Operations and work side by side with fulfillment and onboarding leaders and our internal tools engineers.
This isn't a role where someone hands you a plan. You will spend your first weeks inside the work, learning how launches actually happen, then decide what to build, what to automate, and what to leave alone. You don't need to know real estate or our tools on day one. You do need to learn fast, form a point of view, and drive it to adoption. You must be AI-forward.
What You'll Own
- Own the roadmap for fulfillment tools and automations, from scoping through build, launch, and adoption
- Partner with internal tools engineers by giving clear briefs on the problem and the outcome, then let them design the solution
- Rebuild and consolidate existing automations so they are reliable, documented, and easy to maintain
- Map the launch workflow as it runs today and as it should run, separating what needs human judgment from what automation can absorb
- Design processes that consolidate rather than fragment, folding new needs into existing workflows where possible
- Set the operational definition of "launch-ready" with fulfillment leadership
- Bring stakeholders a prioritized recommendation, not a backlog, and say no to low-impact work with a clear rationale and a workaround
- Establish baselines for cycle time, rework, and manual effort, and own the targets that follow
- Separate adoption from impact: a tool people use is not the same as a tool that moved a metric
- Work closely with fulfillment, onboarding, and engineering leaders to reduce handoff errors and rework
- Translate between business needs and technical teams in both directions
Fulfillment tooling and automation
Process and workflow design
Prioritization and measurement
Cross-functional partnership
What We're Looking For
- 5+ years in operations at a SaaS or tech company: implementation operations, professional services operations, CS operations, revenue operations, or similar
- Hands-on experience in the frontline work you would support (for example implementation, web production, onboarding, or delivery) before moving into operations
- A track record of building and shipping internal tools, automations, or systems from scratch, working with engineers to get them adopted
- Experience in fast-moving, high-growth environments where you operated with real autonomy
- You own problems, not tasks, and drive them to completion without needing direction
- You ask questions before you act, and you form a clear point of view once you have
- You can explain a specific time you said no to a stakeholder, and why
- You know when to ship fast and iterate and when to slow down, and you can name what drives that call
- You learn by watching how people actually work, not just by reading requirements
- You take pushback well and change your plan when the evidence says you should
- You communicate complex situations clearly and concisely, especially to executives
- Active, daily use of AI tools in your work, with examples of workflows you have automated
- Comfort with workflow automation platforms (n8n, Zapier, Workato, or similar)
- Experience with Salesforce or similar systems of record
- Strong analytical skills: you can define a metric, build a baseline, and use it to make decisions
- Background in website production, web agencies, or website platforms
- Familiarity with real estate technology, MLS data, or IDX integrations (not required; we will teach you)
- Experience as an internal product owner for ops-built tools
Experience
Mindset
Technical foundation
Nice to have
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