Dataset Lead, Customer Operations

Reinforced Learning; Town of Tonawanda (NY); On-site; USD 90,000 - 140,000; Full time

Job summary

Reinforced Learning in the United States is seeking a results-driven leader to shape how customer operations are designed and executed. You'll oversee programs that improve policy application, dispute handling, and account operations while aligning with real-world support needs.

You’ll work with a bench of experienced support leads, create realistic case histories and policy rubrics, and review work for tone, accuracy, and policy compliance.

Qualifications

• Four or more years in customer operations, support leadership or service design.
• You've written policy and trained people to apply it.
• Strong writing and the ability to run a program with minimal direction.
• Comfort with helpdesk and CRM tooling.

Responsibilities

• Task families across support resolution, policy application, dispute handling and account operations.
• A contributor bench of experienced support leads and operations specialists.
• Realistic case histories, policies and tool environments, built with the simulation team.
• Rubrics that reward judgement under constraint rather than scripts.
• Review of delivered work for tone, accuracy and policy compliance.

Skills

Customer operations

Policy writing

Program management

Written communication

Tools

Helpdesk software

CRM software

Job description

The role

Support, success and service work is where policy meets a real person with a real problem. You’ll lead programs that capture how good operators resolve cases, escal…

What you’ll own

• Task families across support resolution, policy application, dispute handling and account operations.
• A contributor bench of experienced support leads and operations specialists.
• Realistic case histories, policies and tool environments, built with the simulation team.
• Rubrics that reward judgement under constraint rather than scripts.
• Review of delivered work for tone, accuracy and policy compliance.

What you bring

• Four or more years in customer operations, support leadership or service design.
• You’ve written policy and trained people to apply it.
• Strong writing and the ability to run a program with minimal direction.
• Comfort with helpdesk and CRM tooling.

Helpful, not required

• Quality assurance programs in a support function.
• Exposure to conversational AI deployments.