Strategy & Operations Manager (Customer Experience)

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

• As Strategy & Operations Manager on the Customer Experience team, you’ll start by owning the strategy behind how Genius AI scales customer support without scaling headcount at the same rate
• You’ll build the cost models, automation strategy, and cross-functional playbook from scratch, not inherit one, working across CX, GTM, Finance, and Product to get there
• But the scope doesn’t stop there: as you show impact, you’ll take on other strategic problems across the team, wherever the most important work is
• You will report to the Director, CX Ops & Fraud
• Own the cost model that governs CX headcount growth, tying spend directly to service volume and repeat contact rates across every channel
• Build AI-powered workflows and automation that eliminate repeatable ticket volume before it reaches a human, architecting deflection into the product itself
• Design the service model for each customer segment and rebuild the sales-to-support handoff so it holds up as volume grows
• Own the CX tech stack, from vendor selection through automation agent design to queue architecture
• Shape cross-functional cost forecasts with Finance and Product, translating raw usage data into headcount and roadmap decisions
• Ship changes on a weekly cadence: test a deflection idea, measure its impact on repeat contact, and scale what works or kill what doesn’t

We’re looking for someone who can tackle hard business problems from first principles and build durable solutions, regardless of the functionThe role requires strong analytical instincts, clear thinking under ambiguity, and the ability to move from problem framing through execution without needing a fully defined brief. Domain expertise in Customer Experience is not a prerequisiteYou must be commutable to our NYC or SF headquarters and will operate in an in-person environmentA bias for action, you don’t wait for perfect information, you set a direction, ship something, and iterate based on what you learnProficient with SQL and data analysis, including the ability to write basic-to-intermediate queries (e.g., joins, aggregations) and use data visualization tools to translate raw data into actionable insightsBackground in driving operational efficiency, identifying process bottlenecks and streamlining workflows to improve team productivity5+ years of professional experience in a strategic operations role (e.g., BizOps, RevOps, CX Ops, Strategy & Ops, Analytics)Strong communication and presentation skills and an ability to align stakeholders and gain buy-in from senior leadership on strategic initiativesExperience partnering closely with Product and Engineering teams to transform customer and operational data into actionable feedback loops that improve core productsYou have proven experience building AI workflows to automate repeatable processes and redirect your time toward judgment‑intensive problems