Business Operations Manager | Seattle

Getgrid; Seattle (WA); On-site; USD 80,000 - 130,000; Full time

Benefits offered by this job

Medical / Dental / Vision

401k

Life insurance

Job summary

Getgrid is seeking a Head of Customer Experience & AI Operations to redefine how customer support functions leveraging AI and automation. You will design AI-powered workflows and lead a team to improve customer satisfaction while scaling operations.

The ideal candidate has extensive management experience in customer support and a proven track record of using AI tools effectively. The position offers a salary range of $80,000 - $130,000 annually, alongside a competitive equity package, medical benefits, and a 401k.

Qualifications

• 3+ years management experience in customer support or customer experience.
• Track record of improving customer satisfaction while scaling operations.
• Deep curiosity about AI and automation.

Responsibilities

• Design and deploy AI-powered support workflows across channels.
• Drive improvements across CSAT and customer retention.
• Manage a team of specialists handling complex issues.

Skills

Customer Experience Leadership

AI and Automation

Analytical Thinking

Builder Mentality

Customer Obsession

Tools

SQL

BI Tools

Job description

Head of Customer Experience & AI Operations

We're looking for a Head of Customer Experience & AI Operations to build the future of customer support at Grid.

Your mission is to leverage AI, automation, data, and operational excellence to create a customer experience that feels fast, personal, and magical—while allowing a lean team to support millions of users. You'll design AI-powered workflows, build customer-facing agents, identify opportunities for automation, and partner closely with product and engineering teams to eliminate customer pain points at their source. You'll also lead a team of customer support specialists who handle issues that still require human judgment and empathy.

What you'll do

Build the AI Support Organization

• Design and deploy AI-powered support workflows across chat, email, and self-service channels
• Evaluate and implement new AI tools, agents, copilots, and automation platforms
• Continuously increase automation rates while maintaining customer satisfaction

Own Customer Experience Metrics

• Drive improvements across CSAT, response times, resolution times, automation rates, and customer retention
• Build dashboards and reporting to identify opportunities for improvement

Lead Escalations and Operations

• Manage a team of customer experience specialists handling complex customer issues
• Establish escalation processes and quality standards
• Ensure customers receive fast, empathetic, and accurate support

Be the Voice of the Customer

• Identify recurring pain points and partner with Product and Engineering to fix root causes
• Translate customer feedback into actionable product improvements
• Build systems that proactively detect customer issues before they become support tickets

Build Internal Tools

• Use AI and no-code/low-code tools to improve team productivity
• Create workflows, automations, dashboards, and operational tooling

  What we're looking for:

  Customer Experience Leadership

  • 3+ years management experience in customer support, operations, trust & safety, or customer experience teams
  • Track record of improving customer satisfaction while scaling operations

  AI and Systems Mindset

  • Deep curiosity about AI and automation
  • Experience implementing AI tools, chatbots, workflow automation, or operational systems
  • Ability to identify repetitive work and automate it

  Analytical Thinking

  • Comfortable working with data and metrics
  • Experience using SQL, spreadsheets, BI tools, or similar analytical platforms
  • Ability to diagnose operational bottlenecks and measure improvements

  Builder Mentality

  • Self-starter who thrives in ambiguity
  • Excited to build systems from scratch
  • High ownership and bias toward action

  Customer Obsession

  • Strong empathy for customers
  • Excellent written communication skills
  • Ability to balance automation with human judgment

  $80,000 - $130,000 a year

  Competitive equity package

  Benefits

  • Medical / Dental / Vision
  • 401k
  • Life insurance

  Salary range

  • $80,000 - $130,000 per year

  Why This Role Is Different

  Most companies are asking how AI can help their support teams. At Grid, we're asking a bigger question: What would customer support look like if you built it from scratch in the AI era?

  You'll have the opportunity to answer that question for more than a million users and help define how customer experience operates at Grid for years to come.