CX Strategy & Automation Lead

GlossGenius; San Francisco (CA); On-site; USD 140,000 - 190,000; Full time

Job summary

GlossGenius is seeking a Strategy & Operations Manager for the Customer Experience team in San Francisco. You will own the strategy to scale Genius AI without proportional headcount, build cost models, and drive cross-functional playbooks with CX, GTM, Finance, and Product.

You will report to the Director, CX Ops & Fraud and lead AI-driven workflows, vendor choices, and weekly delivery with a bias for action and data-backed decisions.

Qualifications

• 5+ years in strategic operations roles (BizOps, RevOps, CX Ops, Strategy & Ops).
• Strong analytical and presentation skills with senior stakeholder alignment.
• Experience partnering with Product and Engineering to drive improvements.

Responsibilities

• Own the strategy behind how Genius AI scales CX without proportional headcount.
• Build cost models, automation strategy and cross-functional playbook from scratch.
• Own the CX tech stack from vendor selection to automation design and queue schema.
• Translate raw usage data into headcount and roadmap decisions with Finance.
• Ship changes weekly: test deflections, measure impact, and scale or kill.
• Design service models for customer segments and refine handoff from sales to support.

Skills

SQL proficiency

Cross-functional collaboration

Strategy & Ops

Data analysis

AI workflows

Job description

GlossGenius is seeking a Strategy & Operations Manager for the Customer Experience team in San Francisco. You will own the strategy to scale Genius AI without proportional headcount, build cost models, and drive cross-functional playbooks with CX, GTM, Finance, and Product.

You will report to the Director, CX Ops & Fraud and lead AI-driven workflows, vendor choices, and weekly delivery with a bias for action and data-backed decisions.