Job Description
📋 Description Own CX headcount cost model and tie spend to service volume and repeat contact rates Build AI-powered workflows to deflect tickets before escalation Design service model for each customer segment and optimize sales-to-support transfer Own CX tech stack from vendor selection to automation and queue design Collaborate with Finance and Product to translate usage into headcount and roadmaps 🎯 Requirements 5+ years in strategic operations (BizOps, RevOps, CX Ops, Strategy & Ops, Analytics) Proven experience building AI workflows to automate repeatable processes Bias for action: set direction, ship, iterate based on results Proficient with SQL and data analysis, can write joins/aggregations and visualize data Experience partnering with Product and Engineering to turn data into product feedback Background in driving operational efficiency and streamlining workflows 🎁 Benefits Competitive health & dental insurance Flexible PTO In-office lunch 2x/week in NYC/SF; late-night dinner stipends Wellhub wellness platform access Annual professional development stipend Bonus and 401k starting day 1
