Senior Manager, Customer Experience Strategy & Operations
Core
Own the strategy and ops teams transitioning to AI-powered customer experience while delivering 24/7/365 support for 85,000+ customers.
Role type
Senior Manager, Customer Experience Strategy & Operations
Builds
AI-native support workflows, global scheduling systems, and training models for specialists and AI agents.
Domain
Fintech / Customer Experience / AI Operations
Deliverable
production ML models
Required skills
Strategic execution, AI transformation leadership, organizational design, performance management, capacity modeling, cross-functional influence, data analysis
Preferred skills
Leadership in business operations, CX analytics, workforce management, learning and development, AI operations
Technologies
Investigative Copilot, AskRamp
Responsibilities
Set org-wide goals and measure progress; define workflows for specialists and AI agents; rebuild incentives for AI learning loops; plan global 24/7/365 coverage; build training models for AI-native roles; align CX data with Product/Engineering roadmaps; develop leaders across multiple CX sub-teams.
Seniority
Senior, hands-on IC with team leadership
