Customer Experience & AI Operations Lead | Seattle

Grid•Seattle, WA

5d•Onsite

About The Position

Grid is looking for a Head of Customer Experience & AI Operations to build the future of customer support at Grid. The mission is to leverage AI, automation, data, and operational excellence to create a customer experience that feels fast, personal, and magical—while allowing a lean team to support millions of users. This role will involve designing AI-powered workflows, building customer-facing agents, identifying opportunities for automation, and partnering closely with product and engineering teams to eliminate customer pain points at their source. The role also includes leading a team of customer support specialists who handle issues that require human judgment and empathy. Grid is a fast-growing team that’s deeply passionate about making a difference in the lives of millions, solving huge problems, and believes that every team member has a big role to play. The team is focused on serving users and building a robust product above all else, experiencing high levels of autonomy and ownership, and valuing curiosity, learning, and growth.

Requirements

3+ years management experience in customer support, operations, trust & safety, or customer experience teams
Track record of improving customer satisfaction while scaling operations
Deep curiosity about AI and automation
Experience implementing AI tools, chatbots, workflow automation, or operational systems
Ability to identify repetitive work and automate it
Comfortable working with data and metrics
Experience using SQL, spreadsheets, BI tools, or similar analytical platforms
Ability to diagnose operational bottlenecks and measure improvements
Self-starter who thrives in ambiguity
Excited to build systems from scratch
High ownership and bias toward action
Strong empathy for customers
Excellent written communication skills
Ability to balance automation with human judgment

Responsibilities

Build the AI Support Organization: Design and deploy AI-powered support workflows across chat, email, and self-service channels.
Evaluate and implement new AI tools, agents, copilots, and automation platforms.
Continuously increase automation rates while maintaining customer satisfaction.
Own Customer Experience Metrics: Drive improvements across CSAT, response times, resolution times, automation rates, and customer retention.
Build dashboards and reporting to identify opportunities for improvement.
Lead Escalations and Operations: Manage a team of customer experience specialists handling complex customer issues.
Establish escalation processes and quality standards.
Ensure customers receive fast, empathetic, and accurate support.
Be the Voice of the Customer: Identify recurring pain points and partner with Product and Engineering to fix root causes.
Translate customer feedback into actionable product improvements.
Build systems that proactively detect customer issues before they become support tickets.
Build Internal Tools: Use AI and no-code/low-code tools to improve team productivity.
Create workflows, automations, dashboards, and operational tooling.