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About the Role

As Strategy & Operations Manager on the Customer Experience team, you will own the strategy for scaling customer support efficiently. You will build cost models, automation strategy, and cross-functional playbooks from scratch, collaborating with CX, GTM, Finance, and Product teams. The role involves tackling strategic problems and driving impact across the team.

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.

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 time toward judgment-intensive problems.
• A bias for action; set a direction, ship something, and iterate based on learnings.
• 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.
• Must be commutable to NYC or SF headquarters.

Skills

• SQL
• Data analysis
• Data visualization
• AI workflows
• Automation
• Communication
• Presentation

Location

• NYC
• SF

Work Type

• In-person
• In-office 3-4 days per week

Experience Level

• 5+ years of professional experience

Salary/Compensations

• $160,000-$190,000

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
• 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
• Equity

About the Company

• Genius AI is the AI-powered system behind the world's most meaningful appointments, helping 120,000+ service businesses earn more revenue and free up time for the work they love.
• Our agentic workforce gets more clients in the door, grows profit per appointment, and keeps clients coming back, doing the jobs owners never had time for and couldn't justify hiring to fill.
• Businesses on Genius AI process billions in annual payment volume, and see 65% more revenue using Genius AI Payments by growing ticket size, rebooking clients at checkout, and saving on processing fees.

Equal Opportunity

• At Genius AI, we celebrate our differences and are committed to creating a workplace where all employees feel supported and empowered to do their best work. We believe this benefits not only our employees but our product, customers, and community as well.
• Genius AI is proud to be an Equal Opportunity and Affirmative Action Employer.