Strategy & Operations Manager, CX (AI)

TL;DR

Strategy & Operations Manager, CX (AI): Developing and scaling the customer experience strategy for an AI-powered service business platform with an accent on cost modeling and automation. Focus on architecting AI-powered workflows to reduce ticket volume and designing scalable service models.

Location: Must be based in or commutable to New York, NY or San Francisco, CA (Hybrid: in-office 3-4 days per week).

Salary: $160,000–$190,000 + equity

Company

AI-powered system helping 120,000+ service businesses increase revenue and efficiency through agentic workforce tools and payments.

What you will do

• Own the cost model for CX headcount growth, linking spend directly to service volume and contact rates.
• Build AI-powered workflows and automation to deflect repeatable ticket volume before it reaches human agents.
• Design service models for various customer segments and optimize the sales-to-support handoff.
• Manage the CX tech stack, including vendor selection, automation agent design, and queue architecture.
• Collaborate with Finance and Product to translate raw usage data into cost forecasts and roadmap decisions.
• Iterate rapidly on deflection ideas, measuring impact on repeat contacts and scaling successful solutions.

Requirements

• 5+ years of professional experience in strategic operations (e.g., BizOps, RevOps, CX Ops, or Analytics).
• Proven experience building AI workflows to automate repeatable processes.
• Proficiency with SQL (joins, aggregations) and data visualization tools for actionable insights.
• Experience partnering with Product and Engineering to transform operational data into product feedback loops.
• Strong background in driving operational efficiency and streamlining complex workflows.
• Must be commutable to New York, NY or San Francisco, CA headquarters.

Culture & Benefits

• Comprehensive health, dental, fertility, and adoption benefits (Carrot and Kindbody).
• 401k eligibility and Dependent Care FSA starting from day one.
• Flexible PTO and paid parental leave.
• Professional development stipend and access to Wellhub corporate wellness platform.
• In-office perks including lunch twice per week and late-night dinner stipends for NYC/SF employees.
• Performance bonus for long-term employees (5 years).