Implementation & Operations Manager

About the Role

We seek a highly organized and self-motivated Implementation & Operations Manager to lead and streamline the customer onboarding and implementation processes. This role is essential in managing the transition from sales to delivery, ensuring efficient onboarding for new clients while developing scalable systems and procedures to support company growth. This position demands a proactive individual who thrives on creating order from uncertainty, enhancing workflows, standardizing processes, and advancing projects autonomously. You'll collaborate closely with customers, product teams, and leadership, utilizing AI tools to boost operational efficiency.

Key Responsibilities

• Manage customer transition after deal closure.
• Oversee all onboarding and implementation phases from initiation to completion.
• Act as the main liaison for customers during implementation.
• Coordinate with product, engineering, and leadership teams to ensure successful delivery.
• Supervise timelines, milestones, deliverables, and customer communications throughout implementation.
• Develop and maintain comprehensive onboarding resources, including guides, playbooks, and SOPs.
• Continuously enhance operational workflows to reduce manual effort and improve scalability.
• Identify operational challenges and proactively propose solutions.
• Maintain project tracking using tools like Jira, Notion, or similar platforms.
• Integrate AI tools such as Claude, ChatGPT, Claude Code to support documentation, workflow optimization, research, and operations.
• Create repeatable implementation frameworks to reduce founder involvement over time.
• Ensure consistent and high-quality onboarding experiences for all customers.
• Maintain meticulous attention to detail across all deliverables.

Qualifications

• 3 to 7 years’ experience in customer implementations, account management, customer success, sales or revenue operations, ideally within a SaaS or technology environment.
• Proven capability in managing complex customer implementation projects.
• Experience in building operational processes and documentation from scratch.
• Strong communication skills, both verbal and written.
• Excellent organizational and project management skills.
• Ability to work independently with minimal supervision.
• Detail-oriented with consistent follow-through.
• Adaptable to fast-paced, evolving startup environments.
• Proficient in Notion, Jira, Google Workspace, Slack, and contemporary productivity software.
• Experienced in leveraging AI tools such as ChatGPT, Claude, Claude Code, Notion AI in daily workflows.
• Effective communicator with both customers and technical teams.

Preferred Qualifications

• Prior startup experience.
• Experience developing internal operating procedures and documentation libraries.
• Familiarity with CRM software like HubSpot or Salesforce.
• Knowledge of workflow automation tools such as Zapier, Make, or n8n.

Success Indicators

• Customers benefit from smooth onboarding from agreement to launch.
• Implementation schedules are consistently adhered to.
• Processes become increasingly documented, repeatable, and scalable.
• Leadership time is freed from implementation coordination to focus on growth.
• Continuous enhancement of operational efficiencies.
• Thoughtful integration of AI tools enhances speed, quality, and consistency.

Who You Are

• A natural organizer who establishes order in chaos.
• Proactive and takes ownership without needing direction.
• Passionate about building systems that improve overall effectiveness.
• Keen on identifying and rectifying inefficiencies.
• Comfortable balancing customer engagement with internal operations.
• Committed to excellence, organization, and delivering outstanding customer experiences.
• Eager to contribute to company growth by enhancing every process.

About Serve AI

Serve AI is pioneering the next generation of enterprise intelligence designed for organizations demanding dependable, auditable AI outputs with zero tolerance for hallucination or inconsistency. Our deterministic intelligence platform produces fast, explainable, and verifiable answers backed by verified knowledge bases, catering especially to regulated, security-sensitive, and mission-critical applications. Supported by JAM Fund and influential investors and executives from leading-tech companies, Serve AI is growing rapidly. As an early-stage startup, we offer employees the chance to shape the company's trajectory through meaningful ownership and impactful work in an environment that values autonomy and innovation.