Strategy & Operations Senior Associate

Faire•San Francisco, CA

5d•Hybrid

About The Position

We're looking for a Strategy & Operations Senior Associate to be the primary strategic partner for Faire's Head of Customer Experience — driving the analytics, strategic problem-solving, and operational execution that help the team deliver its highest possible impact. This is an ideal role for someone who thrives in a hybrid of operational rigor and strategic problem-solving, with a strong desire to lead high-impact projects from ideation through execution. The ideal candidate is comfortable getting into the weeds of data and leveling up their recommendations to an executive audience, while appreciating the complexity of operations at a marketplace. This role blends strategy, analytics, and hands‑on execution. You'll partner with Customer Experience, Finance, Operations, and vendor teams to define capacity plans, design workforce management processes, and guide initiatives — from support strategy to strategic program management — from ideation to launch.

Requirements

A Bachelor’s degree (or equivalent experience) and 4+ years in strategy & operations, management consulting, investment banking, strategic finance or business operations at a high-growth technology or fintech/marketplace company.
SQL proficiency or a strong desire to learn
The ability to build and maintain scalable financial models
Demonstrated cross-functional leadership—able to partner with operators and technical teams, influence without authority, and drive initiatives from concept to impact
Strong, structured communication (written and verbal) and executive‑ready storytelling; experience leading business reviews and surfacing clear recommendations
Team player who loves to deliver outstanding results while having a fun time with your teammates!
Interest and desire to learn about complex operational workflows
Desire to work in a fast-paced environment with constant change

Nice To Haves

Marketplace experience
Customer Support experience

Responsibilities

Fill strategic, analytical, and operational gaps for CX, driving forward-looking, high-impact projects that help the org take on more strategic work in service of company goals
Lead cross-functional support initiatives end-to-end as part of quarterly and annual planning: drive bottoms-up opportunity sizing and scoping, frame the problem, align stakeholders, and land change management
Refine and scale capacity models and WFM cadences across CX and use those learnings to drive cost savings initiatives across Faire
Own the comms process between Finance, Operations, and vendor teams — translating financial forecasts into operational targets for cost and volume
Drive CX's annual headcount planning and forecasting, including scenario analysis, initiative impact sizing, and budgeting
Drive team performance management & accountability — building dashboards, monitoring, diagnosing, and reporting out on key trends across CX