Senior Manager, Customer Experience Strategy & Operations

Required

• We want an operator who has already changed how real work gets done with AI and can show the results.
• A record of strategic and operational execution inside an operating unit or fast growth business. That could be CX, Sales, supply chain, or another function where you owned the goals, the systems, and the outcomes.
• A genuine AI transformation you were on the front lines of in the last 18-24 months. You changed how a team’s work gets done and kept it running in production. You can explain what improved, what failed, and what you learned.
• Exceptional intellectual horsepower and natural curiosity, demonstrated through outstanding, standout performance across past roles in demanding environments.
• Experience leading teams and developing reports, with sound judgment about organizational design, incentives, and performance management.
• Analytical depth you use yourself: you can build or audit a capacity model, challenge a metric, diagnose an operating problem, or review an AI agent session to find the flaws.
• Credibility with Product, Engineering, and Data teams, and the ability to shape their priorities without a reporting line.
• High standards for customer quality and human accountability - you don’t compromise on the customer outcome.
• Helpful Experience
• Leadership spanning business operations, CX analytics, workforce management, learning and development, or AI operations or their equivalents in other operating teams.
• Experience with production AI agents, evaluations, escalation workflows, and continuous improvement.
• Taking an operating model that worked in one team and making it successful elsewhere.