Customer Operations Lead

Job Summary:

Job Description:

As Customer Operations Lead, you will own the customer experience after the sale. You'll onboard new agencies, take existing agencies into new use cases, and run the support that keeps every agency productive after go-live.

This is a hands-on role. Some days you'll run a discovery session with a control-center supervisor. Other days you'll configure workflows and integrations, or trace an integration error to its root cause. You'll also build the playbooks and standards that let the product scale.

This product operates with a start-up spirit inside a larger business unit. You'll have the stability and resources of Trapeze and Modaxo, along with a proven product, solid documentation and an established foundation. Our processes are still evolving, though, and you'll have a real voice in how they develop.

Trapeze WM, part of Modaxo, designs and deploys technology for public transportation agencies, including workforce management, incident management, and safety compliance. RISC (Risk, Incident & Safety Compliance) is a cloud-based platform built specifically for transit agencies to manage incidents, hazards, risks, audits and safety compliance in one place, helping them meet FTA and PTASP requirements and mature their Safety Management Systems.

Position - Customer Operations Lead

Business Unit: Trapeze WM

Job Profile - Individual Contributor

Location - Remote, Canada

Compensation Range:

Minimum Rate

$ 100,000.00

Maximum Rate

$ 110,000.00

Current Vacancy - Yes

This Job Posting is for a current vacancy within our organization. AI tools will not be used at any stage of the screening, assessing or selection process. Should you be interviewed for this role, you will be notified within 45 days of the status of your application.

Key Responsibilities

Implementations

• Lead new-agency implementations end to end, from kickoff and discovery through configuration, testing, training and go-live.

• Learn how each agency actually works, understand their pain points, and turn that understanding into configuration that solves real problems, whether for a new agency or an existing customer's new use case.

• Plan and execute data migration, from scoping through validation and production load.

• Manage project risks, communicate status, and make sure milestones are met cleanly as each agency moves into ongoing support.

• Hold regular administrator office hours post go-live to answer questions, assist with configuration, coach administrators toward self-sufficiency and collect feedback.

• Reproduce and document defects, escalate them to Development, and keep customers informed through resolution and ahead of new releases.

Integrations and Technical Configuration

• Set up and maintain integrations with agencies' external systems, and manage the configuration Trapeze administers on their behalf.

• Diagnose integration errors, find the root cause and get data flowing again.

Process and Continuous Improvement

• Build and maintain repeatable playbooks, and supplement our existing knowledge base with help content, configuration guidance and troubleshooting runbooks.

• Analyze ticket and error trends to find recurring issues and product improvement opportunities.

Cross-Functional Collaboration

• Represent the voice of the customer to Product, including feature proposals and documented gaps.

• Support Sales with scoping and realistic implementation commitments, and flag expansion opportunities.

Skills and Competencies

• Customer ownership: treats an agency's problem as their own and follows through to confirmed resolution.

• Problem solving: looks past the request to the real need, understands how people actually work, forms a hypothesis, isolates the cause, and designs practical solutions that fit.

• Facilitation and judgment: keeps discovery focused and knows when to escalate a conflict between roles.

• Clear communication and teaching: writes documentation that both engineers and agency executives can act on, and builds administrator self-sufficiency rather than dependency.

• Start-up mindset: comfortable with ambiguity and evolving priorities, and willing to build the process, template or tool when it doesn't exist yet.

Required Qualifications

• A minimum of 5 years of client-facing experience in SaaS implementation, professional services, technical support or technical account management.

• Proven delivery of configurable enterprise software implementations from discovery through go-live.

• A technical leaning, with comfort reading technical logs and system behavior to isolate failures. Production coding is not required.

• Strong requirements gathering and documentation skills.

• Confident training and presentation skills, with front-line users and senior leadership.

Nice to Have

We value skills and mindset over specific experience. None of these is a requirement, and we encourage you to apply if you bring most of the rest.

• Experience running a support queue against response targets in a ticketing system.

• Experience at a transit or public-sector technology vendor, or familiarity with FTA PTASP (49 CFR Part 673) and Safety Management Systems concepts.

• Experience with safety, risk, EHS or GRC software.

• Hands-on technical exposure, such as API tools, SQL or SSO.

• Experience in an early-stage, high-growth or new-product environment, or a record of building structure and process in other ways.

Growth and Career Path

As RISC grows, so will this role. The right candidate will have the opportunity to grow in one of two directions:

• People leadership: build and lead a Customer Operations team as RISC expands, covering Implementation, Customer Care, or both.

• Individual contributor with greater scope: step into a senior or principal role with broader responsibility, such as strategic accounts, complex integrations, or the implementation and support methodology across RISC.

The direction will be shaped by the business's needs and your strengths and interests. Both paths are equally valued.

Working Conditions

• Location: Fully remote, US or Canada.

• Hours: Flexible, with the ability to accommodate Eastern time hours when needed, regardless of location.

• Travel: Some travel is expected for larger projects, but it isn't constant. If you enjoy travel, there may be opportunities to support Sales at industry events.

Worker Type:

Number of Openings Available: