GTM Systems Manager - Remote Eligible

GTM Systems Manager

The GTM (Go-To-Market) Operations team empowers Calendly's customer-facing teams with the systems, processes, and insights they need to deliver exceptional experiences at scale. We're a high-impact group at the center of our customer journey, partnering with leaders across Sales, Marketing, Customer Success, and Customer Experience to solve complex operational challenges, enable teams to work smarter, and ensure our systems are built for long-term success. Here, you'll have the opportunity to own critical projects end-to-end and directly impact how we serve our millions of users.

We are looking for a GTM Systems Manager who will bring deep expertise in customer support platforms, a proactive problem-solving mindset, and strong cross-functional collaboration skills. You will report to the Senior Manager, GTM Systems and will be responsible for administering and optimizing our Customer Experience tech stack, eliminating operational bottlenecks, and driving process innovations that empower our customer-facing teams to deliver exceptional experiences faster and more efficiently.

On a typical day, you will be working on:

• Acting as a primary point of contact and subject matter expert for our Customer Experience tech stack
• Partnering with CX leadership to translate business requirements into actionable, scalable system and process enhancements
• Analyzing operational data and conducting investigations to identify inefficiencies, uncover opportunities, and recommend data-backed solutions
• Designing and implementing process improvements that reduce inefficiencies, streamline agent workflows, and elevate the customer experience
• Troubleshooting technical and workflow issues before they affect users, anticipating problems and implementing preventative solutions
• Managing projects from scoping through implementation, ensuring stakeholder alignment along the way
• Documenting processes, configurations, and best practices to enable smooth onboarding, knowledge sharing, and future scalability

What do we need from you?

• 4–6 years in customer support operations, revenue operations, or business operations
• 3+ years administering Zendesk or a similar ticketing solution
• Bonus: Experience administering related tools such as Assembled, Loris, and Ada
• Strong understanding of customer support processes in a high-volume SaaS environment (including areas like ticket routing, SLAs, escalation paths, and queue management) and how they translate into effective operational strategies
• Excellent cross-functional communication skills, with the ability to clearly convey technical and operational concepts to diverse stakeholders
• Proven ability to own projects end-to-end, from scoping to execution, with strong stakeholder alignment
• Experience identifying inefficient workflows, implementing improvements, and measuring impact
• Strong analytical skills with the ability to turn data into actionable insights
• Demonstrated ability to consult with cross-functional teams on technical and process-driven initiatives
• Authorized to work lawfully in the United States of America as Calendly does not engage in immigration sponsorship at this time

What's in it for you?

Ready to make a serious impact? Millions of people already rely on Calendly's products, and we're still in the midst of our growth curve — it's a fantastic time to join us. Everything you'll work on here will accelerate your career to the next level. If you want to learn, grow, and do the best work of your life alongside the best people you've ever worked with, then we hope you'll consider allowing Calendly to be a part of your professional journey.

The ranges listed below are the expected annual base salary for this role, subject to change.

Calendly takes a number of factors into consideration when determining an employee's starting salary, including relevant experience, relevant skills sets, interview performance, location/metropolitan area, and internal pay equity.

Base salary is just one component of Calendly's total rewards package. All full-time (30 hours/week) employees are also eligible for our Quarterly Corporate Bonus program (or Sales incentive), equity awards, and competitive benefits.

Calendly uses the zip code of an employee's remote work location, or the onsite building location if hybrid, to determine which metropolitan pay range we use. Current geographic zones are as follows:

• Tier 1: San Francisco, CA, San Jose, CA, New York City, NY
• Tier 2: Chicago, IL, Austin, TX, Denver, CO, Boston, MA, Washington D.C., Philadelphia, PA, Portland, OR, Seattle, WA, Miami, FL, and all other cities in CA.
• Tier 3: All other locations not in Tier 1 or Tier 2

Tier 1 Salary

$188,800 - $255,200 USD

Tier 2 Salary

$173,000 - $234,000 USD

Tier 3 Salary

$157,300 - $212,700 USD