# Strategy & Operations Manager, CX

**Company:** [GlossGenius](https://hotfix.jobs/companies/glossgenius)
**Location:** New York, NY, San Francisco, CA
**Role:** Business Operations
**Salary:** $160k – $190k/yr
**Experience:** 5+ years
**Skills:** AI Workflows, SQL, Data Analysis, Data Visualization, Automation, workflow optimization, cost modeling, headcount forecasting, queue architecture, vendor selection, Product Analytics, Cross-Functional Collaboration
**Posted:** 2026-08-04

> Own CX strategy and operations by building cost models, AI-powered support automation, service models, and cross-functional planning processes. The role requires 5+ years in strategic operations, strong SQL and analytical skills, and the ability to execute amid ambiguity.

## Job Description

## 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.

## Similar roles

- [Sourcing Manager, Corporate Services](https://hotfix.jobs/jobs/d9f979a9-778c-41f1-b7bb-7c45f23006cd) - Notion - San Francisco, CA - $160k – $180k/yr
- [General Manager, Adventure Agency Lab](https://hotfix.jobs/jobs/d6abda9d-9b54-41d2-b13b-04c30adb1ed9) - Fora - New York, NY - $160k – $180k/yr
- [Business Operations Manager](https://hotfix.jobs/jobs/2819678d-bf77-4c91-ade5-65b2c6e3f18e) - Avoca - New York, NY - $160k – $220k/yr
- [Strategy & Ops](https://hotfix.jobs/jobs/37223677-7e11-4aef-98e7-6bbdd3608282) - Moment - New York, NY - $160k – $230k/yr
- [Engagement Manager](https://hotfix.jobs/jobs/05789fc7-b144-4645-b9e3-a475f02703ba) - Scale AI - San Francisco, CA - $161k – $201k/yr

**Apply:** https://hotfix.jobs/jobs/208c61ed-77a0-486a-af89-8a93c6549ee5
**Canonical:** https://hotfix.jobs/jobs/208c61ed-77a0-486a-af89-8a93c6549ee5