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Salary: USD 160,000 - 190,000 / annual
Genius AI is an AI-powered platform serving 120,000+ service businesses (salons, spas, fitness studios, etc.), helping them earn more revenue and free up time. The company processes billions in annual payment volume and has built an agentic workforce that handles customer acquisition, appointment optimization, and client retention.
As Strategy & Operations Manager on the Customer Experience team, you will own the strategic architecture for scaling customer support without proportional headcount growth. This is a greenfield role—you'll build cost models, automation strategy, and cross-functional playbooks from scratch, not inherit existing ones.
Key responsibilities include:
- Owning the cost model governing CX headcount growth, tying spend directly to service volume and repeat contact rates across all channels
- Building AI-powered workflows and automation to eliminate repeatable ticket volume before it reaches a human
- Designing service models for each customer segment and rebuilding the sales-to-support handoff to handle scale
- Owning the CX tech stack, from vendor selection through automation agent design to queue architecture
- Shaping cross-functional cost forecasts with Finance and Product, translating usage data into headcount and roadmap decisions
- Shipping changes weekly: test deflection ideas, measure impact on repeat contact, and scale or kill based on results
As you demonstrate impact, you'll take on additional strategic problems across the team. The role requires strong analytical instincts, comfort with ambiguity, and the ability to move from problem framing through execution independently. Domain expertise in CX is not required; the company values first-principles thinking and durable problem-solving.
You will report to the Director, CX Ops & Fraud. The role is based in NYC or SF with a hybrid model (3-4 days in-office weekly, with required attendance on Tuesdays and Thursdays).
