G
GlossGenius
Strategy & Operations Manager (Customer Experience)
Skills
SQL QueriesData VisualizationData AnalysisAICustomer Support
2 months ago
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Important information
Contract type:
Permanent
Salary:
$160,000 – $190,000 / year
Location:
New York, NY, USA
Work mode:
Onsite
Published on:
8 August 2026
What they need
- 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- We’re looking for someone who can tackle hard business problems from first principles and build durable solutions, regardless of the function
- 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
- You must be commutable to our NYC or SF headquarters and will operate in an in-person environment
- 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
- Background in driving operational efficiency, identifying process bottlenecks and streamlining workflows to improve team productivity
- 5+ years of professional experience in a strategic operations role (e.g., BizOps, RevOps, CX Ops, Strategy & Ops, Analytics)
- Strong communication and presentation skills and an ability to align stakeholders and gain buy-in from senior leadership on strategic initiatives
- Experience partnering closely with Product and Engineering teams to transform customer and operational data into actionable feedback loops that improve core products
- You have proven experience building AI workflows to automate repeatable processes and redirect your time toward judgment-intensive problems
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