Why this role exists

The Creator Economy has a monetization and  payment problem. We're solving it.

Over 1.2 million Creators across 50+ countries get paid through ChannelMeter. We've processed $1.8B+ in payments for Creator Networks, agencies, IP distributors, and global brands—making sure the people building the internet actually get paid accurately, on time, and without the chaos that usually comes with cross-border financial operations at this scale.

The market is heading toward $500B by 2027, and the infrastructure to support that growth doesn't exist yet. We're building it—and we need someone to make sure every customer who depends on us actually feels that.

We're splitting our Customer team in two: a Customer Success Manager who owns the relationship and account outcomes, and a Customer Operations Manager — this role — who owns the systems, workflows, and reporting that make those outcomes possible at scale. You'll be the person who notices a process is held together with duct tape, and instead of just flagging it, builds the fix — often with AI-assisted tools, not by waiting on an engineering ticket.

What you'll own

Process & workflow design

• Map how work actually moves today (onboarding, invoicing exceptions, escalations, renewals) and redesign the steps that don't scale
• Build and document SOPs and playbooks the rest of the team can run without you in the room
• Spot the recurring exceptions or hand-offs that are quietly eating hours, and fix the root cause, not just the symptom

Tooling & automation

• Use AI-assisted tools (Claude, Cowork, and similar) to build internal tools, scripts, and automations that remove manual steps from customer-facing workflows
• Partner with Engineering and Product when a fix genuinely needs to be built into the platform, and know the difference between "I can ship this myself today" and "this needs an engineer"
• Keep our operational tech stack (CRM, support tooling, internal dashboards) configured well enough that data flowing through it is trustworthy

Reporting & operational visibility

• Build and maintain the dashboards and reports that show account health, payment status, and process performance without a manual pull every time
• Turn messy, multi-source data (CMS platforms, payment rails, internal sheets) into a single source of truth the team can act on
• Flag data contradictions or missing metrics before they turn into a customer-facing problem

Cross-functional support

• Act as the operational bridge between Customer Success, Finance, and Product/Engineering — translating what customers need into what needs to change internally