Apply on Employer Site

GlossGenius · 1 month ago

Business Operations Manager, Customer Experience

New York, NY

Full-time

Onsite

Mid, Senior Level

$150K/yr - $180K/yr

4+ years exp

GlossGenius is building an ecosystem enabling entrepreneurs to succeed by providing a range of business management tools. The Business Operations Manager for Customer Experience will define the operational vision and improve the efficiency of the CX function, collaborating with various teams to drive operational excellence and optimize service models.

FinTechMobile AppsSaaS

Responsibilities

Lead strategic, high impactful CX projects end-to-end, from initial data analysis and opportunity discovery through execution, ensuring initiatives are tracked rigorously against established goals and team KPIs

Drive cost-optimizing strategies focused on detaching CX headcount growth from service volume and reducing overall repeat contact rates across all customer interaction channels

Collaborate with Go-to-Market teams to define and implement the optimal service model for distinct customer segments and streamline the critical sales-to-support handoff process

Manage, integrate, and champion core CX tools, including the design and deployment of third-party systems, queue changes, and the ongoing optimization of AI/automation agents

Partner cross-functionally with Finance, Product, and CX leadership to accurately calculate and forecast cost models, determine future headcount needs, and implement product-based ticket deflection mechanisms

Qualification

Strategic operations experienceAdvanced SQLData analysis expertiseInternal team tools managementAnalytical thinkingGoogle Sheets/Excel proficiencyProblem-solving skillsCommunication skillsPresentation skills

Required

4+ years of professional experience in a strategic operations role (e.g., BizOps, RevOps, CX Ops, Strategy & Ops, Analytics)

Advanced SQL and data analysis expertise, with the ability to write complex queries and leverage data visualization to drive key insights

Demonstrated experience managing internal team tools (e.g., Zendesk, Salesforce, Intercom), including process design and system implementation

Exceptional analytical thinking and problem-solving skills, coupled with proficiency in Google Sheets/Excel for financial and operational modeling

Strong communication and presentation skills required to align stakeholders and gain buy-in from senior leadership on strategic initiatives

Benefits

Flexible PTO

Competitive health & dental insurance options, with premiums partially or fully covered by GG

In-person opportunities that are designed to help team members foster collaboration and build community (ie; working out of a co-working space, team dinners, and other team building activities)

Fertility and adoption benefits via Carrot

Generous, fully-paid parental leave policy

401k benefit - employees are eligible to contribute starting day 1 of employment

Professional Development - employees receive a yearly stipend for approved learning and educational-related expenses

Pre-tax commuter benefits

Dependent Care FSA

Home office support