Business Operations Manager, Customer Experience
About The Position
As a Business Operations Manager supporting the Customer Experience team, you will play a critical role in defining the operational vision and accelerating the efficiency and scalability of the entire CX function. You will work hand-in-hand with CX leadership to drive operational excellence, Product and Engineering teams to implement ticket deflection, Finance to build and manage precise cost models, and Go-to-Market (GTM) teams to design effective customer service models and optimize the sales-to-support handoff. You will report to the Senior Manager of Business Operations. You must be commutable to our NYC headquarters. We default to being in-office 3-4 days per week with required attendance on Tuesdays and Thursdays.
Requirements
- 4+ years of professional experience in a strategic operations role (e.g., BizOps, RevOps, CX Ops, Strategy & Ops, Analytics)
- Advanced SQL and data analysis expertise, with the ability to write complex queries and leverage data visualization to drive key insights
- Demonstrated experience managing internal team tools (e.g., Zendesk, Salesforce, Intercom), including process design and system implementation
- Exceptional analytical thinking and problem-solving skills, coupled with proficiency in Google Sheets/Excel for financial and operational modeling
- Strong communication and presentation skills required to align stakeholders and gain buy-in from senior leadership on strategic initiatives
Responsibilities
- Lead strategic, high impactful CX projects end-to-end, from initial data analysis and opportunity discovery through execution, ensuring initiatives are tracked rigorously against established goals and team KPIs
- Drive cost-optimizing strategies focused on detaching CX headcount growth from service volume and reducing overall repeat contact rates across all customer interaction channels
- Collaborate with Go-to-Market teams to define and implement the optimal service model for distinct customer segments and streamline the critical sales-to-support handoff process
- Manage, integrate, and champion core CX tools, including the design and deployment of third-party systems, queue changes, and the ongoing optimization of AI/automation agents
- Partner cross-functionally with Finance, Product, and CX leadership to accurately calculate and forecast cost models, determine future headcount needs, and implement product-based ticket deflection mechanisms
Benefits
- Flexible PTO
- Competitive health & dental insurance options, with premiums partially or fully covered by GG
- In-person opportunities that are designed to help team members foster collaboration and build community (ie; working out of a co-working space, team dinners, and other team building activities)
- Fertility and adoption benefits via Carrot
- Generous, fully-paid parental leave policy
- 401k benefit - employees are eligible to contribute starting day 1 of employment
- Professional Development - employees receive a yearly stipend for approved learning and educational-related expenses
- Pre-tax commuter benefits
- Dependent Care FSA
- Home office support
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
Number of Employees
101-250 employees
