CX Strategy & Operations Lead

Faire; San Francisco (CA); Hybrid; USD 134,000 - 184,000; Full time

Job summary

Faire is seeking a Strategy & Operations Senior Associate in San Francisco to serve as the primary strategic partner for Faire's Head of Customer Experience. The role focuses on analytics, problem-solving, and operational execution to maximize impact across CX, Finance, Operations, and vendor teams.

You will help define capacity plans, design workforce management processes, and guide initiatives from ideation through launch, partnering with CX, Finance, Operations, and vendors.

Qualifications

• Bachelor’s degree (or equivalent experience) and 4+ years in strategy & operations, management consulting, investment banking, strategic finance or business operations at a high-growth technology or fintech/marketplace company.
• SQL proficiency or a strong desire to learn
• Ability to build and maintain scalable financial models
• Demonstrated cross-functional leadership—able to partner with operators and technical teams, influence without authority, and drive initiatives from concept to impact
• Strong, structured communication (written and verbal) and executive-ready storytelling; experience leading business reviews and surfacing clear recommendations
• Team player who loves to deliver outstanding results while having a fun time with your teammates!
• Interest and desire to learn about complex operational workflows
• Desire to work in a fast-paced environment with constant change

Responsibilities

• Fill strategic, analytical, and operational gaps for CX, driving forward‑looking, high‑impact projects that help the org take on more strategic work in service of company goals
• Lead cross-functional support initiatives end‑to‑end as part of quarterly and annual planning: drive bottoms‑up opportunity sizing and scoping, frame the problem, align stakeholders, and land change management
• Refine and scale capacity models and WFM cadences across CX and use those learnings to drive cost savings initiatives across Faire
• Own the comms process between Finance, Operations, and vendor teams — translating financial forecasts into operational targets for cost and volume
• Drive CX's annual headcount planning and forecasting, including scenario analysis, initiative impact sizing, and budgeting
• Drive team performance management & accountability — building dashboards, monitoring, diagnosing, and reporting out on key trends across CX

Skills

Strategy & operations

Cross-functional leadership

Executive storytelling

Data analysis

Financial modeling

Communication

Education

Bachelor’s degree or equivalent experience

Tools

SQL

Job description

Faire is seeking a Strategy & Operations Senior Associate in San Francisco to serve as the primary strategic partner for Faire's Head of Customer Experience. The role focuses on analytics, problem-solving, and operational execution to maximize impact across CX, Finance, Operations, and vendor teams.

You will help define capacity plans, design workforce management processes, and guide initiatives from ideation through launch, partnering with CX, Finance, Operations, and vendors.