AI Ops Lead (Customer Experience)

Spot & Tango • New York, NY

4d • Hybrid

About The Position

Spot & Tango is seeking an AI Ops Lead (Customer Experience) to build and lead their new CX AI program. This is a founding role with the opportunity to establish a best-in-class capability. The role involves resolving customer interactions through AI, automating support specialist workflows, and leveraging AI to continuously improve customer experience and business outcomes. The ideal candidate is analytical, enjoys building new processes, and is curious about AI's practical applications in customer experience. This position reports to the SVP of Customer Experience and collaborates with CX, Product, Engineering, and Data teams. The core responsibilities include owning the strategy and day-to-day execution, deciding on future builds, designing workflows, overseeing implementation, and continuous performance improvement. Key metrics for success are customer satisfaction, automation rate, and average handle time.

Requirements

• 2+ years at a top-tier management or strategy consulting firm; experience in consumer, e-commerce, or subscription businesses is a plus.
• 2+ years in an operating role at a growth-stage startup, such as strategic operations, product management, product operations, business operations, or a similar function where you owned outcomes, not just workstreams.
• Bachelor's degree or higher from a top-tier university; ideally majoring in business, statistics, mathematics, engineering, economics, or a related field.
• Track record of taking something from 0 to 1: you've driven projects from concept to completion and owned the result.
• Exceptional work ethic and ability to independently create and drive workstreams in a fast-paced, deadline-driven startup environment.
• Intellectually curious about AI and automation. You pick up new tools fast, go deep, and don't wait to be taught.
• Based in New York City or willing to relocate.
• You love dogs!

Responsibilities

• Own the roadmap for our CX AI program, deciding what to build, in what order, and why based on customer impact, business value, and implementation effort.
• Turn our customer support playbooks into AI workflows by designing conversation flows, business rules, and escalation paths that deliver a seamless customer experience at scale.
• Take new workflows from idea to launch, testing, measuring, and refining them before and after go-live. Partner with Product, Engineering, and Data when new tools, integrations, or technical capabilities are needed.
• Own the performance of every live AI workflow by tracking key metrics, identifying opportunities for improvement, and using data to continuously optimize the program.
• Build the operating system behind our CX AI program, including documentation, QA processes, reporting, and operational best practices.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level