# Senior Strategy & Operations Manager, Customer Success

**Company:** [GlossGenius](https://hotfix.jobs/companies/glossgenius)
**Location:** New York, NY
**Role:** Business Operations
**Salary:** $170k – $225k/yr
**Experience:** 6+ years
**Skills:** Strategy, Operations, Business Analysis, Strategic Finance, Ai Workflow Automation, Data Modeling, Analytics, Cross-Functional Alignment, Written Communication, Experiment Design
**Posted:** 2026-06-24

> Own strategy and execution for onboarding, retaining, and growing GlossGenius's larger customer segment. Build CS operational models, analytics, AI workflows, and cross-functional alignment while tackling ambiguous business problems.

## Job Description

## What You'll Do
- Own the strategy and execution roadmap for how GlossGenius onboards, retains, and grows its larger customer segment, spanning onboarding design, early lifecycle engagement, and account expansion
- Define the operational model for the Onboarding Specialist team, including day-to-day workflows, capacity planning, and how the org should evolve as the customer segment scales
- Build the analytics layer that tracks CS performance including onboarding conversion, time-to-value, expansion rates, and retention by segment, translating that data into decisions
- Evaluate the economics and opportunity costs of competing initiatives, determining where to invest, what to deprioritize, and how to sequence the build
- Design and run experiments across onboarding, lifecycle, and expansion plays, building a learning cadence that compounds over time
- Design AI-powered workflows that automate repeatable work across the CS motion including health monitoring, lifecycle triggers, and reporting, so the team's time stays on high-value interactions
- Align Sales, Product, Marketing, and CX on the operational requirements and cross-functional dependencies that make the CS motion work, then move on to the next high-priority problem
- As the CS motion matures, take on other high-priority strategic initiatives across the business

## What We’re Looking For
- 6+ years of experience in strategy, operations, business analysis, or strategic finance, with a track record of tackling ambiguous problems and building durable solutions rather than executing against defined playbooks
- Built AI-powered workflows that changed how a function operates, automating repeatable work and redirecting capacity toward higher-judgment problems
- Comfortable building from scratch with minimal direction, making calls on structure and approach in problem spaces where the answer isn't obvious and the brief isn't fully written
- Strong analytical foundation, including fluency with modeling and data tools, and the ability to move from raw data to a clear strategic recommendation independently
- Proven ability to drive alignment and influence without direct authority across Sales, Product, Marketing, and Finance
- Clear written communicator, able to produce a crisp strategy doc, an ops brief, or an exec summary with enough clarity that it doesn't require a follow-up meeting to explain

## Benefits & Perks
- Competitive health & dental insurance options, effective on your first day of employment
- Flexible PTO
- In-office lunch twice per week for NYC and SF employees, plus late night dinner stipends
- Access to Wellhub, a corporate wellness platform with discounted gym memberships, fitness classes, and mental health resources
- Annual stipend for professional development and continued learning
- High performers at 5 years receive a generous stipend to use however you recharge best
- 401k benefit: employees are eligible to contribute starting day 1 of employment
- Dependent Care FSA
- Paid parental leave
- Fertility and adoption benefits via Carrot and Kindbody

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