Manager, Customer Operations

About the role

Forma.ai is looking for a Manager, Customer Operations to own day‑to‑day relationships with senior client stakeholders and translate business requirements into commission engine logic. You will work closely with product and engineering teams to drive continuous improvement and automation of the platform.

Key responsibilities

• Own the day‑to‑day customer relationship across a portfolio of clients.
• Architect new customer implementations, converting data inputs and business logic into Forma rule and commission engine configurations.
• Independently complete updates, enhancements, and change requests on the platform.
• Collaborate with Product and Engineering to prioritize and implement new features based on customer feedback.
• Manage expectations on deliverables and timelines to ensure successful outcomes.
• Develop deep knowledge of each client’s strategy, products, and business model.
• Identify and improve Sales Performance Management processes such as crediting, payroll, incentive plan design, and quota setting.

Required profile

• Education or background in Engineering, Commerce, Mathematics, or Statistics.
• At least 4 years of relevant experience.
• Experience working with large data sets and understanding of database logical structures.
• Strong analytical problem‑solving, organizational, and project‑management skills.
• Ability to take ownership and thrive in a fast‑paced, evolving environment.

Required skills

• Advanced Excel for data profiling, segmentation, and aggregation.
• SQL (nice to have).
• Python (nice to have).

What we offer

• Competitive base salary ($115K‑$140K CAD) plus employee stock ownership plan.
• Comprehensive healthcare coverage including medical, dental, vision, disability, life insurance, and paid parental leave.
• $750 yearly training stipend for learning and development.
• Opportunities for career growth as an individual contributor or people leader.
• Inclusive, values‑driven culture focused on collaboration, precision, and customer obsession.