Senior Manager, Customer Experience Strategy & Operations

📋 Description

• Set the goals and measure what matters. Work with the Head of CX and senior CX managers to set
• Define how specialists and AI agents work together. Build the roles, workflows, and expectations
• Change what we reward. Rebuild goals, incentives, and performance management so specialists get
• Own global schedules, capacity, and quality. Plan coverage for 24/7/365, multi-tier, global support
• Build the training model for the new work. Both new and tenured specialists need to investigate
• Turn AI progress into operating change. Know what our Investigative Copilot (specialist-facing) and

🎯 Requirements

• A record of strategic and operational execution inside an operating unit or fast growth business.
• A genuine AI transformation you were on the front lines of in the last 18-24 months. You changed
• Exceptional intellectual horsepower and natural curiosity, demonstrated through outstanding
• Experience leading teams and developing reports, with sound judgment about organizational design
• Analytical depth you use yourself: you can build or audit a capacity model, challenge a metric
• Credibility with Product, Engineering, and Data teams, and the ability to shape their priorities

🎁 Benefits

• Flexible PTO
• Centralized home-office equipment ordering
• Health and wellness stipend
• Budget for intra-office travel
• Weekly coffee stipend
• 100% medical, dental & vision insurance coverage for you, with partial coverage for dependents