Systems & Operations Consultant

Summary

Join Drips as a Voice of Customer (VoC) Systems & Operations Consultant for a 6-month contract role. Work directly with the VP of VoC to establish operational foundations for a scalable enterprise VoC program. Design and implement VoC workflows, develop training materials, and establish governance and reporting structures. Systematize processes through automation and scalable tooling. Support a culture of accountability by integrating feedback loops into decision-making. This role is ideal for those skilled in process design, systems enablement, and cross-functional alignment. You will build systems that scale our VoC program, bringing customer insights to the core of our operations and growth.

Requirements

• Deep experience in operations or enablement roles supporting customer experience, sales, client services, or strategic programs
• Strong background in process design and change management , ideally in a B2B SaaS or managed services setting
• Familiarity with Salesforce and workflow tools (e.g., ClickUp)
• Systems-thinker with the ability to turn ambiguity into repeatable structure

Responsibilities

• Design and implement VoC workflows to track customer OKRs, VoC meeting outcomes, and delivery performance metrics
• Develop training materials and enablement tools that drive internal understanding and adoption of VoC processes
• Establish governance and reporting structures to support ongoing performance tracking across platforms like Salesforce and ClickUp
• Systematize repeatable processes by identifying opportunities for automation, templates, and scalable tooling
• Support a culture of accountability and insight by operationalizing feedback loops into decision-making workflows

Preferred Qualifications

Experience working on or around VoC or client outcome-focused programs