Senior Manager, Customer Experience Strategy & Operations

About [Employer]

[Employer] is building the smart infrastructure for finance teams, embedded in the transaction flow of every dollar a business spends. We automate how over $275B in annualized spend flows in and out of 85,000+ companies: authorizing payments, flagging risk, categorizing spend, and closing books.

The problems are high-stakes, data-dense, and unforgiving.

We hire people with high agency and high urgency. We look for slope over intercept. We care less about where you trained and more about what you’ve built. At [Employer], everyone is a builder who owns problems end to end and makes consequential decisions that shape the outcome.

The median [Employer] customer saves 7.5% and grows revenue 16% in their first year – far in excess of businesses operating without [Employer]. We believe every ambitious company deserves the same.

If you want to build systems that directly shape how companies move and manage billions, [Employer] is the place to do it.

About the Role

[Employer] believes that AI-powered CX organizations are the future and we are racing to build the best one in the world. Our goal is for our team to work hand in hand with AI agents to drive superlative customer outcomes and the highest-velocity AI improvement engine in the business.

This role will own the strategy and ops teams that are making that transition a reality while still delivering 24/7/365 support for our 85,000+ customers every day. You will work with the Head of CX to set the goals, measure what matters, and build the systems and programs that push the team forward. You’ll manage a small and mighty team across Business Operations, CX Analytics, Workforce Management, Learning & Development, and CX AI Operations to accomplish your goals.

We believe every CX frontline specialist has a role to play driving forward the performance of our AI agents - it is not work reserved for a dedicated AI team. Each specialist needs to be trained, coached, scheduled, and rewarded for continuous work of closing AI learning loops, ensuring AI escalations get resolved, and obsessing about how our customers are actually being served.

You'll do this while running a global support operation that has to be excellent today. Once we nail the model in CX, there will be momentum to help other operations teams adopt it.

What You’ll Do

• Set the goals and measure what matters. Work with the Head of CX and senior CX managers to set org-wide goals, decide how we measure progress, and deliver the programs and projects that enable that strategy to flourish.
• Define how specialists and AI agents work together. Build the roles, workflows, and expectations that let specialists and AI agents serve customers as one team.
• Change what we reward. Rebuild goals, incentives, and performance management so specialists get credit for closing AI learning loops, getting AI escalations resolved, and improving how customers are actually served, alongside traditional frontline performance.
• Own global schedules, capacity, and quality. Plan coverage for 24/7/365, multi-tier, global support that holds a high bar for customers of all shapes and sizes.
• Build the training model for the new work. Both new and tenured specialists need to investigate hard issues, judge agent behavior, and contribute fixes, while still developing a deep understanding [Employer]’s complex financial products. L&D should make them good at all of it.
• Turn AI progress into operating change. Know what our Investigative Copilot (specialist-facing) and AskRamp (fully agentic) can do and how well they do it. When that moves, change staffing, workflows, training, and expectations to match.
• Build and own the voice of the CX specialist to Product and Engineering. Use CX data to show technical teams where agents succeed and where they struggle, and work with them directly on tooling, prompts, and agent behavior. They own the roadmap; you make sure CX's evidence shapes it.
• Build a small, strong team. Develop and grow leaders across Business Operations, CX Analytics, Workforce Management, Learning & Development, and CX AI Operations, with clear ownership and shared goals.

What We’re Looking For

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.

How Success Will Be Measured

• Specialists and AI agents work as one team, measured through both direct frontline performance as well as agentic velocity.
• Every specialist is trained, coached, scheduled, and rewarded for migrating successfully into an AI native version of the role.
• Learning loops close fast, AI escalations produce durable fixes, and new agent capabilities show up as operational gains.
• Customer quality goes up and 24/7/365 support stays excellent while the operating model changes.
• Other [Employer] operations teams are adopting what worked in CX.

Compensation

For candidates located in New York City or San Francisco, the base salary range for this role is $184,000–$250,000. For candidates located in all other locations, the base salary range will be between $175,000-$220,000.

Benefits available to all full-time [Employer] employees (Global)

• Flexible PTO
• Centralized home-office equipment ordering
• Health and wellness stipend
• Budget for intra-office travel
• Weekly coffee stipend

United States

• 100% medical, dental & vision insurance coverage for you, with partial coverage for dependents
• One Medical annual membership
• 401(k), including employer match on contributions made while employed by [Employer]
• Fertility HRA (up to $10,000 per year)
• Parental leave: up to 16 weeks (birthing + bonding) or 8 weeks (bonding only) at 100% pay
• Pet insurance
• In-office perks: lunch, snacks, drinks, and more
• Relocation expense coverage to NYC or SF (if needed)

Canada

• Group medical, dental, and vision coverage through Sun Life
• Life, AD&D, and disability coverage
• Fertility drug coverage (up to $4,000 lifetime)
• Group Retirement Plan with employer match (RRSP + DPSP)
• Parental leave: up to 16 weeks (birthing + bonding) or 8 weeks (bonding only) at 100% pay, with additional time available at reduced pay
• Employee Assistance Program and virtual care through Lumino Health

United Kingdom

• Private medical insurance through Freedom Elite
• Virtual GP and at-home care via eMed x Livi
• Workplace pension through Penfold, with salary sacrifice option
• Parental leave: up to 16 weeks (birthing + bonding) or 8 weeks (bonding only) at 100% pay with additional time available at reduced pay

Referral Instructions

If you are being referred for the role, please contact that person to apply on your behalf.

Other notices

Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.

Beware of recruiting scams: [Employer] will only contact you through official @[Employer].com email addresses and will never ask for payment or sensitive personal information during the hiring process.

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