Strategy & Operations Manager, CX

Responsibilities

• Own the cost model governing CX headcount growth, tying spend to service volume and repeat contact rates across channels.
• Build AI-powered workflows and automation to reduce repeatable ticket volume and architect deflection into the product.
• Design service models for each customer segment and improve the sales-to-support handoff as volume grows.
• Own the CX technology stack, including vendor selection, automation agent design, and queue architecture.
• Partner with Finance and Product on cross-functional cost forecasts, translating usage data into headcount and roadmap decisions.
• Ship and evaluate changes weekly by testing deflection initiatives, measuring repeat-contact impact, and scaling or discontinuing what works.

Requirements

• 5+ years of professional experience in strategic operations, such as BizOps, RevOps, CX Ops, Strategy & Operations, or Analytics.
• Proven experience building AI workflows to automate repeatable processes.
• Bias for action and ability to operate effectively with incomplete information.
• Proficiency with SQL and data analysis, including basic-to-intermediate queries such as joins and aggregations.
• Experience using data visualization tools to translate raw data into actionable insights.
• Experience partnering with Product and Engineering teams to turn customer and operational data into feedback loops that improve products.
• Background in operational efficiency, process bottleneck identification, and workflow optimization.
• Strong communication and presentation skills, with the ability to align stakeholders and gain senior leadership buy-in.

Benefits & Perks

• Health and dental insurance effective on the first day of employment.
• Flexible PTO.
• In-office lunch twice weekly for NYC and San Francisco employees, plus late-night dinner stipends.
• Wellhub access with discounted gym memberships, fitness classes, and mental health resources.
• Annual professional development and continued learning stipend.
• $5,000 bonus at five years for high performers.
• 401(k) contributions available beginning on the first day of employment.
• Dependent Care FSA.
• Paid parental leave.
• Fertility and adoption benefits through Carrot and Kindbody.
• Base salary of $160,000–$190,000, plus equity and benefits.