Description
About Genius AI
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.
About the Role
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.
What You'll Do
- 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
What We're Looking For
- 5+ years of professional experience in a strategic operations role (e.g., BizOps, RevOps, CX Ops, Strategy & Ops, Analytics)
- You have 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
Benefits & Perks
- 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
The base salary for this role is between $160,000-$190,000 + equity + benefits. The compensation package offered is dependent upon many factors including skills, experience, location, and education. The range is subject to change and may be modified in the future. Additionally, this role is currently eligible to participate in Genius AI's equity plan as well as a range of health & wellbeing, retirement savings, and other benefits within our total rewards offering.
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.
Personal Information: Notice at Collection for Employees and Applicants
Agency Submissions
If a resume or applicant is submitted to Genius AI by a third party without a signed search agreement in place, it will become the property of Genius AI and no fee will be paid, irrespective of whether the candidate is hired.
Genius AI may use automated tools, including artificial intelligence and machine learning systems (AI Tools), to assist in evaluating applicants’ qualifications and fitness for the position. These AI Tools may be used alongside human review during one or more stages of the recruiting process, including application screening, skills assessments, and interviewing. No final hiring decision will be made solely by AI Tools without human oversight.
Similar jobs
Est. 197,500 USD
About Genius AI Genius AI is building technology to help local businesses run themselves. Genius AI products do the admin work that keeps practitioners from the work they love and the people they serve. From GlossGenius…
Est. 190,000 USD
About Genius AI Genius AI is building technology to help local businesses run themselves. Genius AI products do the admin work that keeps practitioners from the work they love and the people they serve. From GlossGenius…
Est. 155,000 USD
About Genius AI Genius AI is building technology to help local businesses run themselves. Genius AI products do the admin work that keeps practitioners from the work they love and the people they serve. From GlossGenius…
Est. 255,000 USD
About Genius AI Genius AI is building technology to help local businesses run themselves. Genius AI products do the admin work that keeps practitioners from the work they love and the people they serve. From GlossGenius…
Est. 190,000 USD
About Genius AI Genius AI is building technology to help local businesses run themselves. Genius AI products do the admin work that keeps practitioners from the work they love and the people they serve. From GlossGenius…
Est. 255,000 USD
About Genius AIGenius AI is building technology to help local businesses run themselves. Genius AI products do the admin work that keeps practitioners from the work they love and the people they serve. From GlossGenius t…
Est. 177,500 USD
About Genius AI Genius AI is building technology to help local businesses run themselves. Genius AI products do the admin work that keeps practitioners from the work they love and the people they serve. From GlossGenius…
Est. 176,250 USD
About Genius AI Genius AI is building technology to help local businesses run themselves. Genius AI products do the admin work that keeps practitioners from the work they love and the people they serve. From GlossGenius…
Est. 130,000 USD
About Genius AI Genius AI is building technology to help local businesses run themselves. Genius AI products do the admin work that keeps practitioners from the work they love and the people they serve. From GlossGenius…
Est. 187,500 USD
About Genius AI Genius AI is building technology to help local businesses run themselves. Genius AI products do the admin work that keeps practitioners from the work they love and the people they serve. From GlossGenius…
Est. 176,300 USD
About Genius AI Genius AI is building technology to help local businesses run themselves. Genius AI products do the admin work that keeps practitioners from the work they love and the people they serve. From GlossGenius…
Est. 176,000 USD
About Genius AI Genius AI is building technology to help local businesses run themselves. Genius AI products do the admin work that keeps practitioners from the work they love and the people they serve. From GlossGenius…
Est. 95,000 USD
About Genius AI Genius AI is building technology to help local businesses run themselves. Genius AI products do the admin work that keeps practitioners from the work they love and the people they serve. From GlossGenius…
Est. 155,000 USD
About Genius AI Genius AI is building technology to help local businesses run themselves. Genius AI products do the admin work that keeps practitioners from the work they love and the people they serve. From GlossGenius…
About Genius AI Genius AI is building technology to help local businesses run themselves. Genius AI products do the admin work that keeps practitioners from the work they love and the people they serve. From GlossGenius…
About Genius AI Genius AI is building technology to help local businesses run themselves. Genius AI products do the admin work that keeps practitioners from the work they love and the people they serve. From GlossGenius…
Est. 200,000 USD
About Genius AI Genius AI is building technology to help local businesses run themselves. Genius AI products do the admin work that keeps practitioners from the work they love and the people they serve. From GlossGenius…
Est. 157,500 USD
About Genius AI Genius AI is building technology to help local businesses run themselves. Genius AI products do the admin work that keeps practitioners from the work they love and the people they serve. From GlossGenius…
Est. 137,500 USD
About GlossGenius Genius AI is building technology to help local businesses run themselves. Genius AI products do the admin work that keeps practitioners from the work they love and the people they serve. From GlossGeniu…
About Genius AI Genius AI is building technology to help local businesses run themselves. Genius AI products do the admin work that keeps practitioners from the work they love and the people they serve. From GlossGenius…
Est. 93,750 USD
About GlossGenius Genius AI is building technology to help local businesses run themselves. Genius AI products do the admin work that keeps practitioners from the work they love and the people they serve. From GlossGeniu…
Est. 112,000 USD
About GlossGenius Genius AI is building technology to help local businesses run themselves. Genius AI products do the admin work that keeps practitioners from the work they love and the people they serve. From GlossGeniu…
Est. 159,300 USD
Scale AI's Advisory practice is the most forward-leaning bet in our go-to-market motion. We're not waiting for clients to hand us a scope — we get in front of the decision, shape the right AI problems before a build begi…
Est. 203,400 USD
Growth Strategy & Operations Lead, Generative AI As Scale AI continues its historic growth trajectory in Generative AI, we are seeking a Growth Strategy & Operations Lead to help ensure our customer projects have…
Est. 155,000 USD
About Customer.io Over 9,000 companies — from scrappy startups to global brands — use our platform to send billions of emails, push notifications, in-app messages, and SMS every day. Customer.io powers automated communic…
Est. 150,000 USD
About impact.com impact.com is the world’s leading commerce partnership marketing platform, transforming the way businesses grow by enabling them to discover, manage, and scale partnerships across the entire customer jou…
Est. 175,650 USD
About Invisible Invisible Technologies makes AI work. Our end-to-end AI platform structures messy data, automates digital workflows, deploys agentic solutions, measures outcomes, and integrates human expertise where it m…
Est. 262,250 USD
Join us in bringing joy to customer experience. Five9 is a leading provider of cloud contact center software, bringing the power of cloud innovation to customers worldwide. Living our values everyday results in our team-…
Est. 283,500 USD
About Scale AI Scale AI is the data foundation for AI, helping organizations build and deploy reliable production AI applications. We partner with leading enterprises and government organizations to accelerate their AI i…
Est. 92,500 USD
About Us Fanatics is building a leading global digital sports platform. We ignite the passions of global sports fans and maximize the presence and reach for our hundreds of sports partners globally by offering products a…