Spot & Tango
AI Ops Lead (Customer Experience)
New York, New York, United States
Sponsorship not specifiedDetected 4 days ago
StatisticsA/B TestingCustomer Support
About the role
- If you haven't done exactly this before, that's okay - we still want to hear from you.
- Resolve customer interactions end-to-end through AI
Responsibilities
- Strategy & Prioritization - Own the roadmap for our CX AI program, deciding what to build, in what order, and why based on customer impact, business value, and implementation effort.
- AI Workflow Design - Turn our customer support playbooks into AI workflows by designing conversation flows, business rules, and escalation paths that deliver a seamless customer experience at scale.
- Launch & Optimization - Take new workflows from idea to launch, testing, measuring, and refining them before and after go-live. Partner with Product, Engineering, and Data when new tools, integrations, or technical capabilities are needed.
- Performance & Analytics - Own the performance of every live AI workflow by tracking key metrics, identifying opportunities for improvement, and using data to continuously optimize the program.
- Program Operations - Build the operating system behind our CX AI program, including documentation, QA processes, reporting, and operational best practices.
- This is the founding role for our CX AI program, with the opportunity to build it into a best-in-class capability and core competency for the Spot & Tango CX organization.
- Automate the repetitive parts of our support specialists' workflows so they can focus on the moments where they add the most value
- You will own the strategy and day-to-day execution of the program, deciding what to build next, designing how it should work, seeing it through implementation, and continuously improving performance after launch.
- The AI Ops Lead (Customer Experience) is a new role for Spot & Tango, and a relatively new role industry-wide.
- If you are analytically minded, energized by building new processes and systems, and genuinely curious about how AI can practically transform customer experience, read on.
Requirements
- 2+ years in an operating role at a growth-stage startup, such as strategic operations, product management, product operations, business operations, or a similar function where you owned outcomes, not just workstreams.
- Bachelor's degree or higher from a top-tier university
- Track record of taking something from 0 to 1: you've driven projects from concept to completion and owned the result.
- You must be able to commute into our office in Midtown Manhattan Monday, Wednesday, and Thursday.
- To get there, we need someone who's as obsessed with the customer experience as they are with AI.
- Whether that comes from lived experience in CX, a customer-facing product role, strategic operations, or simply how you're wired, you have exceptional instincts for what makes a customer experience great.
- Leverage AI to continuously improve the customer experience and business outcomes (e.g., A/B testing conversation flows, business rules, customer offers, etc.).
Nice to have
- experience in consumer, e-commerce, or subscription businesses is a plus.
- 2+ years at a top-tier management or strategy consulting firm
Benefits
- Spot & Tango is an innovative pet health & wellness brand that delivers personalized meal plans on a subscription basis.
Company info
- Spot & Tango is an innovative pet health & wellness brand that delivers personalized meal plans on a subscription basis. Our recipes are developed by leading animal nutritionists, and are made with only real, human-grade ingredients... and nothing artificial! We have lofty goals (to make every dog in the country healthier, and every pet parent happier!) and we are looking for the right people to help us get there. This is an exciting opportunity to join a VC-backed, high-growth, e-commerce startup and have an outsized impact in an extremely fast-paced environment. Plus, you get to think about dogs all day!
- The Role
- The AI Ops Lead (Customer Experience) is a new role for Spot & Tango, and a relatively new role industry-wide. If you haven't done exactly this before, that's okay - we still want to hear from you. If you are analytically minded, energized by building new processes and systems, and genuinely curious about how AI can practically transform customer experience, read on.
- The AI Ops Lead (Customer Experience) will report directly to the SVP of Customer Experience and work closely with CX, Product, Engineering, and Data partners. This is the founding role for our CX AI program, with the opportunity to build it into a best-in-class capability and core competency for the Spot & Tango CX organization.
- Our recipes are developed by leading animal nutritionists, and are made with only real, human-grade ingredients... and nothing artificial!
- We have lofty goals (to make every dog in the country healthier, and every pet parent happier!) and we are looking for the right people to help us get there.
- This is an exciting opportunity to join a VC-backed, high-growth, e-commerce startup and have an outsized impact in an extremely fast-paced environment.
- Plus, you get to think about dogs all day!
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This listing is sourced directly from Spot & Tango's careers page and normalized into a canonical job model.