Strategy & Operations Manager, CX
About The Position
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.
Requirements
- 5+ years of professional experience in a strategic operations role (e.g., BizOps, RevOps, CX Ops, Strategy & Ops, Analytics)
- 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
Responsibilities
- 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
Benefits
- 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
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
