Strategy & Operations Manager, CX

Onsite or remote · New York City · +1 more · $130k – $145k💼 Full-time💰 $160,000–$160,000🗓 2026-10-01

Core

Build cost models, automation strategies, and cross-functional playbooks to scale customer support without proportional headcount growth.

Role type

Senior IC Strategy & Operations Manager (CX)

Builds

AI-powered workflows, automation agents, and deflection strategies

Domain

Customer Experience (CX) & AI Operations

Deliverable

production ML models

Required skills

Strategic operations, AI workflow automation, SQL, data analysis, cross-functional partnership, operational efficiency

Preferred skills

Product roadmap alignment, stakeholder management, agile execution

Technologies

SQL, data visualization tools, automation agents

Responsibilities

Own CX cost models tying spend to service volume; architect AI deflection into product; design service models for customer segments; manage CX tech stack; shape cross-functional cost forecasts; ship weekly deflection tests and scale winners

Seniority

Senior, hands-on IC

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About GlossGenius

Series B50 Employees

GlossGenius is the AI-powered system behind the world’s most meaningful appointments, helping 100,000+ 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 GlossGenius process billions in annual payment volume, and see 65% more revenue using GlossGenius Payments by growing ticket size, rebooking clients at checkout, and saving on processing fees.