Support & Implementation Operations Manager

Overview

Reports To: Chief Innovation Officer

Role Type: Full-Time, On-Site

About Quik Stor

Quik Stor is the leading SaaS facility management platform for the self-storage industry, delivering a purpose-built, scalable system that serves as the foundation for intelligent automation and modern facility operations. We are in rapid growth mode, backed by significant capital from self-storage industry veterans who share our vision to build the most advanced and scalable operating system for storage operators worldwide.

The Support & Implementation Operations Manager owns the systems, data, and processes that keep Quik Stor s customer-facing teams running. This is an operations role, not a frontline or people-management role. The person in this seat does not handle support tickets or run implementations directly. Instead, they make sure the teams that do are organized, accountable, and measurable, and that leadership has clear, real-time visibility into how every function is performing.

Modeled on a strong sales operations function, this role spans Support and Implementation and interfaces closely with Product. The Operations Manager builds and maintains the reporting that shows whether response times, implementation timelines, and product handoffs are on track, administers the core systems those teams rely on, and drives the process improvements that scale as Quik Stor grows. The role works closely with and is directly backed by the Chief Innovation Officer, with the mandate to hold cross-functional teams accountable to defined standards.

• Track whether Support and Implementation teams are meeting defined standards for responsiveness, throughput, and quality, and surface gaps early
• Monitor day-to-day execution across teams and flag bottlenecks, overdue work, and at-risk customers
• Hold cross-functional contributors accountable to process and SLAs through clear, data-backed reporting

• Own and administer Intercom, including conversation routing, ticketing, SLA rules, bug and feature-request workflows, and reporting
• Administer the implementation project-management system (Click Up, Asana, or similar), including templates, task hygiene, and status tracking
• Manage the interface with the product team s Azure Dev Ops environment (Azure Boards) for bug and feature-request flow

• Build and maintain dashboards and recurring reports that give leadership real-time visibility into Support, Implementation, and product handoffs
• Define and track the metrics that matter: first-response and resolution times, implementation timelines and milestones, backlog and aging, and feature-request status
• Deliver clear weekly reporting on team performance and operational health

• Design, document, and continuously improve workflows across the customer lifecycle, including the handoffs between Sales, Implementation, Support, and Product
• Standardize how work moves between systems and teams so nothing falls through the cracks
• Identify and drive operational improvements that scale as the customer base grows

• Manage intake of bugs and feature requests from Support and Implementation into the product team s system
• Track status and ensure updates flow back to customer-facing teams and customers
• Provide structured, data-backed feedback to Product on recurring issues and customer needs

• 4 to 6+ years in an operations role (support operations, sales or revenue operations, implementation operations, or business operations) in a B2B SaaS environment
• Hands-on Intercom experience is required, including administration, workflow and SLA configuration, and reporting
• Experience administering a project or work-management platform such as Click Up, Asana, Monday, or similar
• Experience interfacing with engineering through Azure Dev Ops (Azure Boards) or a comparable work-tracking system
• Strong data and reporting skills, including advanced spreadsheet work and building dashboards and metrics
• Highly organized, process-oriented, and detail-obsessed
• Able to work cross-functionally and hold peers accountable through data, without relying on direct authority
• Excellent written and verbal communication

• Prior experience in the self-storage industry or proptech
• Experience building or administering SLA frameworks in Intercom
• Experience with a BI tool such as Power BI, Tableau, etc.
• Experience in a high-growth or scaling environment

This role is based at Quik Stor headquarters in El Segundo, California. Regular on-site presence is expected to support close collaboration with the Support, Implementation, Product, and leadership teams. This is a full-time, salaried position.

• Medical, Dental, Vision, and Life Insurance
• Vacation and Sick Time
• 20 Days of Remote Work
• Employee Assistance Program
• Education Assistance Program
• Employee Discount Store
• Discounted Storage

Quik Stor is an…