About Tern
Tern is a venture-backed software company on a mission to reshape the $127B travel agency industry—by giving power back to the entrepreneurs who built it. Nearly 98% of travel agencies are small businesses. These businesses have been chronically underserved by technology. We’re here to change that. Our platform helps travel advisors run more efficient, professional, and profitable operations—giving them the modern infrastructure they need to lead the next chapter of travel. But the impact goes beyond business. Travel advisors help clients move more intentionally through the world. When a traveler works with an advisor, they're more likely to avoid overtouristed hotspots and more likely to spend their dollars in places where they can do real good. That’s the kind of travel we want more of. At Tern, we believe in small business. We believe in the power of travel. And we’re building the future of both.AI Efficiency and Operations Manager
As the AI Efficiency and Operations Manager, you will help Tern scale our impact using AI and tooling. You will act as the operational backbone for our entire go-to-market engine—spanning Marketing, Sales, Customer Success, Implementation, and Support. This is a high-impact, cross-functional role designed for a systems thinker who thrives in fast-paced, early-stage environments, and is passionate about scaling teams through smart process design, technology, and AI. You’ll be responsible for architecting and optimizing the systems, tools, and workflows that drive revenue and customer outcomes. Examples of what a typical day might look like:- Using Replit (or similar) to create an onboarding portal that securely transfers customer data to the Tern team.
- Setting up lead scoring flows in Hubspot.
- Use Cursor to create a Python script to automate the data cleaning process related to implementation.
- Using Zapier and PostgreSQL (perhaps via Cursor) to share data with a customer securely and automatically.
- Recommend ways to incorporate AI into the Tern sales process.
- Maintain TernGPT, our custom GPT.
- Create a dashboard showing usage trends for customers.
What You’ll Do
- Design and manage the operational infrastructure and tooling for Marketing, Sales, CS, Implementation, and Support
- Evaluate and implement AI tools to automate tasks such as lead scoring, ticket triage, user onboarding, knowledge base updates, and customer health monitoring
- Surface insights on funnel performance, retention, expansion, and support efficiency across the GTM teams to enable better decision making
- Own key systems (e.g., Hubspot, Equals, Intercom), ensuring they are integrated, optimized, and scaled effectively
- Create scalable processes and playbooks that enable growth without linear headcount
- Partner with GTM and Product teams to improve the customer lifecycle with a bias towards increasing sales cycle velocity, reducing onboarding time, and driving usage of flagship product features
- Monitor and report on key metrics (pipeline velocity, onboarding efficiency, support SLAs, retention, etc.)
- Champion a culture of operational excellence, experimentation, and continuous improvement
What You Have
- Technical proficiency. You must be comfortable writing and understanding Python code and the basics of SQL/databases.
- A passion for how AI and tooling can make organizations more efficient
- Experience at early stage startups with a track record of balancing strategy and execution
- Experience with tools like HubSpot, Cursor/Windsurf, Gainsight/ChurnZero, Intercom, and Zapier
Bonus Points
- Experience in early-stage environments with rapid growth
- 4–6+ years in Revenue Operations, Business Operations, or similar role at a B2B SaaS company (Series Seed-C preferred)
- Proven track record owning GTM systems and processes across Marketing, Sales, CS, Implementation, and Support
- Hands-on experience implementing AI copilots or LLM-based internal tools
- Strong communication and change management skills—you're as comfortable building dashboards as you are presenting to internal Leads and external users
What We Value @ Tern
- Growth is core to our identity.
- We act with optimistic agency.
- We have extraordinary ambition.
- We deeply understand our users.
- We embrace the power of and.
- We speak up and move forward.
- We move fast and sweat the details.
- We take the work seriously, but not ourselves.
Why Join Tern?
- Be part of a mission-driven team transforming the travel planning space
- Work with a supportive, curious, and creative team
- Influence and shape our user success strategy from the ground up
- Competitive salary, equity, and benefits package
- Tern is committed to building a team that represents people from many different backgrounds and life experiences, reflecting our worldview coinciding with the users and customers we serve across the world. We prefer that you apply, so think of our postings as the start of the conversation. Take the chance — you may be a wonderful add to our Tern team, even if you don’t fully match every requirement on the job description.
Compensation Range
- $145K - $175K • Offers Equity
