Systems Operations Specialist

Job description

The Company At Nylas, we specialize in making it easier for developers to add email, calendar, and contact management features into their applications. We provide APIs, which streamline the integration of these functionalities, ensuring they are secure and effective. This enables better, safer, and more reliable communication within apps. Supporting over 100,000 developers and collaborating with more than 900 companies globally, Nylas plays a pivotal role in how digital communication tools are built and utilized. Our technology spans various sectors, from healthcare to education, simplifying the complex process of app development related to communications. By reducing the barriers in communication technology, we empower developers to innovate and enhance user interaction across platforms. ABOUT THE TEAM At Nylas, Central Operations is the operational backbone of our go-to-market organization. We build and support the systems, workflows, and processes that enable our Sales, Customer Success, Marketing, Finance, and Product teams to work efficiently and scale effectively. As Nylas grows, so does the complexity of the systems that power our business. Our team partners across the company to improve operational workflows, maintain trusted data, automate repetitive work, and ensure our teams have the tools they need to focus on delivering great customer experiences. ABOUT THE ROLE We're looking for a Business Systems Operations Specialist to help support and improve the operational systems behind our go-to-market organization. Reporting to the Program Manager, Business Operations, you'll work across Sales, Customer Success, Marketing, Finance, and Product to maintain business systems, troubleshoot operational issues, improve workflows, and support day-to-day operations. This role is ideal for someone who enjoys solving problems, learning new systems, improving processes, and working across multiple teams. You'll have the opportunity to leverage automation and emerging AI tools to help reduce manual work, improve operational efficiency, and scale internal processes as the company grows. WHAT YOU'LL DO - Support and maintain our go-to-market systems, including HubSpot, Vitally, and other operational platforms. - Build, maintain, and troubleshoot workflows, automations, lifecycle stages, routing rules, and operational processes. - Investigate and resolve system issues, workflow failures, data inconsistencies, and operational requests from internal teams. - Partner with Sales, Customer Success, Marketing, Finance, and Product to improve business processes and operational efficiency. - Create and maintain dashboards and reporting that provide visibility into pipeline, customer health, renewals, forecasting, and other key business metrics. - Support integrations and data flow between CRM, billing, product, analytics, and customer support systems. - Perform data cleanup, improve CRM hygiene, and help maintain data accuracy across business systems. - Document processes, troubleshooting guides, and operational playbooks to improve scalability and enable self-service. - Identify opportunities to automate repetitive work using workflows, AI tools, and other operational technologies. - Assist with cross-functional operational projects that improve how teams work together and scale. WHAT SUCCESS LOOKS LIKE - Business systems operate reliably with minimal disruption. - Internal teams receive timely, effective support for operational questions and system issues. - Data across our go-to-market systems is accurate, consistent, and trusted. - Manual processes are reduced through thoughtful automation and workflow improvements. - Reporting provides leaders with reliable visibility into business performance. - Documentation enables teams to solve common operational issues independently. - Operational processes continue to scale as Nylas grows. WHAT YOU'LL BRING - 3+ years of experience supporting business systems, operations, revenue operations, customer operations, or a similar function. - Experience working with CRM platforms such as HubSpot, Salesforce, or similar systems. - Experience creating or supporting workflows, automations, reporting, and operational processes. - Strong analytical and problem-solving skills with the ability to troubleshoot issues across multiple systems. - An understanding of data quality and how information flows between business applications. - Strong organizational skills with the ability to manage multiple priorities in a fast-moving environment. - Excellent communication skills and the ability to work effectively with both technical and non-technical stakeholders. - A continuous improvement mindset with curiosity for learning new tools and technologies. NICE TO HAVE - Experience with Vitally, or similar Customer Success platforms. - Experience with workflow automation tools such as Zapier, Make, n8n, Workato, or similar platforms. - Familiarity with APIs, integrations, or low-code automation. - Experience using AI tools such as ChatGPT, Claude, GitHub Copilot, or MCP-enabled tools to improve workflows or productivity. - Experience with reporting tools such as Looker, Sigma, Tableau, or Power BI. - Basic SQL knowledge. - Experience supporting SaaS go-to-market organizations. INTERVIEW PROCESS (SUBJECT TO CHANGES) - Round 1 - The Intro: 30 minute discussion with the Hiring Manager - Round 2 - The Deep Dive: 60 minute live technical assessment - Round 3- The Loop: A series of 45-minute chats with the team (max 3 hours) where we look for the "what, why, and how" behind your best work. During the various discussions, candidates selected to meet with us are strongly encouraged to not only discuss their knowledge, skills, experience, and abilities but also to showcase examples of their current or previous work. We expect you to clearly outline the "what," "why," and "how" behind your contributions. Actual compensation will be determined based on individual qualifications, which are objectively assessed during the interview process. Factors influencing salary include knowledge, skills, experience, and abilities. Nylas is registered as an employer in many, but not all, states/provinces. If you are not located in or able to work from a state/province where Nylas is registered, you will not be eligible for employment. Visa sponsorship may not be available in certain remote locations.