CX AI Ops Lead — Elevate Customer Experience

Spot & Tango; New York (NY); Hybrid; USD 120,000 - 180,000; Full time

Job summary

Spot & Tango in New York is seeking an AI Ops Lead (Customer Experience) to own the CX AI program from roadmap to launch. You will collaborate with CX, Product, Engineering, and Data teams to design scalable AI workflows that improve customer interactions.

You thrive in a fast-paced startup environment, are analytically minded, and can move from concept to completion. This hybrid role requires a presence in Midtown Manhattan and a passion for using AI to remove friction and boost customer

Qualifications

• 2+ years at a top-tier management or strategy consulting firm; experience in consumer, e-commerce, or subscription businesses is a plus.
• 2+ years in an operating role at a growth-stage startup, such as strategic operations, product management, product operations, business operations, or a similar function where you owned outcomes, not just workstreams.
• Bachelor's degree or higher from a top-tier university; ideally majoring in business, statistics, mathematics, engineering, economics, or a related field.
• Track record of taking something from 0 to 1: you've driven projects from concept to completion and owned the result.
• Exceptional work ethic and ability to independently create and drive workstreams in a fast-paced, deadline-driven startup environment.
• Intellectually curious about AI and automation. You pick up new tools fast, go deep, and don't wait to be taught.
• Based in New York City or willing to relocate.

Responsibilities

• Strategy & Prioritization – Own the roadmap for our CX AI program, deciding what to build, in what order, and why based on customer impact, business value, and implementation effort.
• AI Workflow Design – Turn our customer support playbooks into AI workflows by designing conversation flows, business rules, and escalation paths that deliver a seamless customer experience at scale.
• Launch & Optimization – Take new workflows from idea to launch, testing, measuring, and refining them before and after go-live. Partner with Product, Engineering, and Data when new tools, integrations, or technical capabilities are needed.
• Performance & Analytics – Own the performance of every live AI workflow by tracking key metrics, identifying opportunities for improvement, and using data to continuously optimize the program.
• Program Operations – Build the operating system behind our CX AI program, including documentation, QA processes, reporting, and operational best practices.

Job description

Spot & Tango in New York is seeking an AI Ops Lead (Customer Experience) to own the CX AI program from roadmap to launch. You will collaborate with CX, Product, Engineering, and Data teams to design scalable AI workflows that improve customer interactions.

You thrive in a fast-paced startup environment, are analytically minded, and can move from concept to completion. This hybrid role requires a presence in Midtown Manhattan and a passion for using AI to remove friction and boost customer