Technical Operations Manager

Our Story $0 to $12 million ARR in 2.5 years with 6 people and zero funding.

And we’re not done yet - now at $22 million with 60 people, we’re looking for an energetic technical operations professional to help facilitate our growing businesses.

Retention.com builds magical solutions for ecommerce brands and B2B businesses that drive measurable ROI, are easy to implement, and help marketers get more out of their first-party data.

Our products allow businesses to turn anonymous website visitors into revenue-generating and engaged customers.

The Role The Technical Operations Manager is a pivotal role within our organization, serving as a bridge between departments - engineering, product, technical support, sales, and customer success.

The successful candidate will possess a deep understanding of our products, their technical underpinnings, and the value they bring to our customers.

This role demands a unique blend of technical expertise and interpersonal skills to effectively collaborate with cross-functional teams and drive customer value.

You come with a background of strong technical skills, especially in JavaScript, and excellent problem-solving abilities.

You'll focus on technical troubleshooting, creating solutions, writing technical documentation, and improving processes.

You’re the type of person who likes working with others to solve problems and see the immediate impact your work has.

You like to be right in the middle of problems, and find joy in finding solutions.

The Responsibilities Product and Technical Understanding - Gain a comprehensive understanding of our technology stack and products to troubleshoot customer issues effectively, advise on product and technology enhancements, and help create and facilitate best practices.

Cross-Functional Collaboration - Engage directly with onboarding teams, customer success managers, sales, customer support, technical support, engineering, and product departments to ensure seamless communication and problem resolution.

Technical Support - Serve as a primary resource for solving escalated technical challenges and implementation issues, collaborating cross-functionally with onboarding, customer success, technical support, and engineering teams.

Integration Expertise - Understand and advise on the functionality of existing integrations within the email service provider ecosystem, their limitations, and their capabilities.

Possess a thorough knowledge of APIs and ability to learn how APIs work.

Development of Best Practices - Create cross-functional playbooks to guide teams in maximizing customer value during the onboarding process.

Establish best practices for leveraging our technology across diverse tech stacks.

Documentation - Taking on the role of creating both internal and external documentation, you'll ensure that our customer-facing knowledge base is meticulously updated and maintained.

This responsibility involves crafting clear, concise, and helpful resources that empower both our team and our users with the information they need to succeed, keeping the quality and relevance of our documentation at the forefront of our customer support efforts.

We want to work with you if you have Comfort with programming languages, with a strong emphasis on JavaScript Experience working with email service providers and working with integration projects a plus Proficiency and keen interest in troubleshooting and solving technical issues Ability to collaborate across teams to contribute to joint projects and initiatives Strong communication skills, both written and verbal Solid knowledge of APIs and how to integrate and leverage them effectively Excellent problem-solving skills and the ability to think critically A proactive approach to identifying opportunities and implementing solutions.

The Perks 100% remote work environment CAD 80k to 100k base salary Health and wellness stipend Solid work-life balance with a flexible time off policy Potential for professional advancement as Retention.com grows An energetic, collaborative team For further information, check out Retention.com is an equal opportunity employer and will consider all applications without regard to race, genetic information, sex, age, color, religion, national origin, veteran status, disability, or any other characteristic protected by law.