Strategy & Operations Manager, CX

Glossgenius; New York (NY); Hybrid; USD 160,000 - 190,000; Full time

Benefits offered by this job

Health & dental insurance

Flexible PTO

In-office lunches

Wellhub wellness

Professional development stipend

$5,000 bonus at 5 years

401k from day 1

Dependent Care FSA

Parental leave

Fertility & adoption benefits

Job summary

Glossgenius seeks a Strategy & Operations Manager for Customer Experience. You will own the strategy to scale support without headcount, build cost models, automation, and cross-functional playbooks while partnering with CX, GTM, Finance, and Product to drive measurable impact.

You will report to the Director, CX Ops & Fraud; in-person at NYC or SF headquarters with 3-4 days in the office per week. Strong analytical instincts and first-principles problem solving are essential, while domain CX

Qualifications

• 5+ years in strategic operations roles (e.g., BizOps, RevOps, CX Ops)
• Proven experience building AI workflows to automate repeatable processes
• Strong analytical and problem-solving abilities with a data-driven mindset
• Able to partner with Product and Engineering to improve core products

Responsibilities

• Own the CX headcount cost model, tying spend to service volume and repeat contact rates
• Build AI-powered workflows that reduce repeatable ticket volume before it reaches a human
• Design the service model for customer segments and rebuild the sales-to-support handoff
• Own the CX tech stack from vendor selection through automation design and queue architecture
• Shape cross-functional cost forecasts with Finance and Product
• Ship changes weekly: test deflection ideas, measure impact, and scale or kill

Skills

Strategic operations

AI workflows

SQL

Data analysis

Cross-functional collaboration

Communication

Job description

About Genius AI

Genius AI is the AI-powered system behind the world's most meaningful appointments, helping 120,000+ service businesses earn more revenue and free up time for the work they love. Our agentic workforce gets more clients in the door, grows profit per appointment, and keeps clients coming back, doing the jobs owners never had time for and couldn't justify hiring to fill. Businesses on Genius AI process billions in annual payment volume, and see 65% more revenue using Genius AI Payments by growing ticket size, rebooking clients at checkout, and saving on processing fees.

About the Role

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.

The 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 prerequisite. We're looking for someone who can tackle hard business problems from first principles and build durable solutions, regardless of the function.

You will report to the Director, CX Ops & Fraud. You must be commutable to our NYC or SF headquarters and will operate in an in-person environment. We default to being in-office 3-4 days per week with required attendance on Tuesdays and Thursdays.

What You'll Do

• 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

What We're Looking For

• 5+ years of professional experience in a strategic operations role (e.g., BizOps, RevOps, CX Ops, Strategy & Ops, Analytics)
• You have proven experience building AI workflows to automate repeatable processes and redirect your time toward judgment-intensive problems
• A bias for action, you don't wait for perfect information, you set a direction, ship something, and iterate based on what you learn
• Proficient 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 insights
• Experience partnering closely with Product and Engineering teams to transform customer and operational data into actionable feedback loops that improve core products
• Background in driving operational efficiency, identifying process bottlenecks and streamlining workflows to improve team productivity
• Strong communication and presentation skills and an ability to align stakeholders and gain buy-in from senior leadership on strategic initiatives

Benefits & Perks

• Competitive health & dental insurance options, effective on your first day of employment
• Flexible PTO
• In-office lunch twice per week for NYC and SF employees, plus late night dinner stipends
• Access to Wellhub, a corporate wellness platform with discounted gym memberships, fitness classes, and mental health resources
• Annual stipend for professional development and continued learning
• High performers at 5 years receive a $5,000 bonus to use however you recharge best
• 401k benefit: employees are eligible to contribute starting day 1 of employment
• Dependent Care FSA
• Paid parental leave
• Fertility and adoption benefits via Carrot and Kindbody

The base salary for this role is between $160,000-$190,000 + equity + benefits. The compensation package offered is dependent upon many factors including skills, experience, location, and education. The range is subject to change and may be modified in the future. Additionally, this role is currently eligible to participate in Genius AI's equity plan as well as a range of health & wellbeing, retirement savings, and other benefits within our total rewards offering.

At Genius AI, we celebrate our differences and are committed to creating a workplace where all employees feel supported and empowered to do their best work. We believe this benefits not only our employees but our product, customers, and community as well. Genius AI is proud to be an Equal Opportunity and Affiant Action Employer.