Operations Systems Architect

About Faire Faire is an online wholesale marketplace built on the belief that the future is local — independent retailers around the globe are doing more revenue than Walmart and Amazon combined, but individually, they are small compared to these massive entities. At Faire, we're using the power of tech, data, and machine learning to connect this thriving community of entrepreneurs across the globe. Picture your favorite boutique in town — we help them discover the best products from around the world to sell in their stores. With the right tools and insights, we believe that we can level the playing field so that small businesses everywhere can compete with these big box and e-commerce giants. By supporting the growth of independent businesses, Faire is driving positive economic impact in local communities, globally. We’re looking for smart, resourceful and passionate people to join us as we power the shop local movement. If you believe in community, come join ours. About this role As the Ops Systems Architect, you’ll play a critical role in improving stability, cost efficiency, and customer experience across Risk, CX, and Marketplace Operations as our workflows and system complexity grow. You’ll lead high-impact systems work—from routing, to integrations, to automations, to ticket enrichment. This is a highly technical, hands-on-role that bridges AI, Operations, and platform development to create a seamless, intelligent experience for our teams. We’re looking for a hands-on systems builder, who is equal parts AI builder, Zendesk expert, and systems integrator, who can design with vision, execute with speed, and collaborate with empathy. . What you’ll do Own and evolve case management routing in Zendesk (or similar), including complex workflow logic, SLAs, escalations, and operational controls. Architect and operate reliable integrations between case management tooling, internal ops tools, and Snowflake using APIs, webhooks, and/or iPaaS. Build and maintain high-leverage workflow automations in Workato (or similar), with strong monitoring, error handling, and safe change management. Implement case enrichment to give agents better context from back end tools and reduce manual investigation. Own platform health by monitoring data sync fidelity between Ops tools and backend systems; proactively troubleshoot issues and outages. Guide and uphold development best practices to ensure high-quality code, stable integrations, and a strong foundation for future scale. Drive adoption of major platform changes through clear enablement and stakeholder partnership. Serve as a bridge between technical and non-technical stakeholders—translating complex requirements into usable systems. Support broader Ops strategy through thoughtful system design, Ops UX enhancements, and AI-first process optimization. Qualifications 3–5 years business / ops systems experience in a SaaS, high-growth, and/or B2B environment. Proven ownership of routing and automation in Zendesk (or another case management platform). Proven ownership of integrations (APIs/webhooks and/or iPaaS like Workato/Hightouch), including operating in production and debugging failures. Strong SQL skills used to validate data quality, investigate sync issues, and reason about end-to-end data flows (Snowflake a plus). Track record of translating business needs into scalable system solutions and driving work from concept to adoption. Able to manage multiple priorities, navigate ambiguity, and execute independently. Experience leading a migration or large-scale workflow change with minimal disruption. Nice to have Experience with adjacent ops tools (e.g., Taktile, SafetyKit, Hightouch). Familiarity with workflow/job orchestration concepts for scheduled syncs (dependencies, retries, alerting). Development experience (Python/JavaScript) and comfort working with Snowflake and/or AWS. Familiarity with Mode (or similar) for lightweight reporting/visibility. Salary Range ... (truncated, view full listing at source)