Strategy & Operations Manager

Who you are

• The role requires strong analytical instincts, clear thinking under ambiguity, and the ability to move from problem framing through execution without needing a fully defined brief. Domain expertise in Customer Experience is not a prerequisite
• We're looking for someone who can tackle hard business problems from first principles and build durable solutions, regardless of the function
• You must be commutable to our NYC or SF headquarters and will operate in an in-person environment
• 5+ years of professional experience in a strategic operations role (e.g., BizOps, RevOps, CX Ops, Strategy & Ops, Analytics)
• You have proven experience building AI workflows to automate repeatable processes and redirect your time toward judgment-intensive problems
• A bias for action, you don't wait for perfect information, you set a direction, ship something, and iterate based on what you learn
• Proficient with SQL and data analysis, including the ability to write basic-to-intermediate queries (e.g., joins, aggregations) and use data visualization tools to translate raw data into actionable insights
• Experience partnering closely with Product and Engineering teams to transform customer and operational data into actionable feedback loops that improve core products
• Background in driving operational efficiency, identifying process bottlenecks and streamlining workflows to improve team productivity
• Strong communication and presentation skills and an ability to align stakeholders and gain buy-in from senior leadership on strategic initiatives

What the job involves

• As Strategy & Operations Manager on the Customer Experience team, you'll start by owning the strategy behind how Genius AI scales customer support without scaling headcount at the same rate
• You'll build the cost models, automation strategy, and cross-functional playbook from scratch, not inherit one, working across CX, GTM, Finance, and Product to get there
• But the scope doesn't stop there: as you show impact, you'll take on other strategic problems across the team, wherever the most important work is
• You will report to the Director, CX Ops & Fraud
• Own the cost model that governs CX headcount growth, tying spend directly to service volume and repeat contact rates across every channel
• Build AI-powered workflows and automation that eliminate repeatable ticket volume before it reaches a human, architecting deflection into the product itself
• Design the service model for each customer segment and rebuild the sales-to-support handoff so it holds up as volume grows
• Own the CX tech stack, from vendor selection through automation agent design to queue architecture
• Shape cross-functional cost forecasts with Finance and Product, translating raw usage data into headcount and roadmap decisions
• Ship changes on a weekly cadence: test a deflection idea, measure its impact on repeat contact, and scale what works or kill what doesn't