Strategy & Operations Manager, CX

📋 Description

• Own CX headcount cost model and tie spend to service volume and repeat contact rates
• Build AI-powered workflows to deflect tickets before escalation
• Design service model for each customer segment and optimize sales-to-support transfer
• Own CX tech stack from vendor selection to automation and queue design
• Collaborate with Finance and Product to translate usage into headcount and roadmaps

🎯 Requirements

• 5+ years in strategic operations (BizOps, RevOps, CX Ops, Strategy & Ops, Analytics)
• Proven experience building AI workflows to automate repeatable processes
• Bias for action: set direction, ship, iterate based on results
• Proficient with SQL and data analysis, can write joins/aggregations and visualize data
• Experience partnering with Product and Engineering to turn data into product feedback
• Background in driving operational efficiency and streamlining workflows

🎁 Benefits

• Competitive health & dental insurance
• Flexible PTO
• In-office lunch 2x/week in NYC/SF; late-night dinner stipends
• Wellhub wellness platform access
• Annual professional development stipend
• Bonus and 401k starting day 1