GlossGenius
Strategy & Operations Manager, CX
New York, NY or San Francisco · Senior
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odds of building a lasting career here
Sponsors, but it's cap-subject — you still face the weighted lottery (~61% per draw at Level IV). Good if you win; have a cap-exempt backup on your list.
Lottery odds assume a STEM candidate.
Personalize to your clock →H-1B wage level
the lottery is wage-weighted — each level is one more entry
This range already reaches Level IV — the maximum four lottery entries.
DOL prevailing wage, 2026-27 wage year · Operations Research Analysts (15-2031) · New York-Newark-Jersey City, NY-NJ. Wage level is derived by USCIS from the offered wage, occupation and worksite; the occupation shown is inferred from the job title.
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About the role
- But the scope doesn't stop there: as you show impact, you'll take on other strategic problems across the team, wherever the most important work is.
- The role requires strong analytical instincts, clear thinking under ambiguity, and the ability to move from problem framing through execution without needing a fully defined brief.
- Domain expertise in Customer Experience is not a prerequisite.
Responsibilities
- Own the cost model that governs CX headcount growth, tying spend directly to service volume and repeat contact rates across every channel
- Build AI-powered workflows and automation that eliminate repeatable ticket volume before it reaches a human, architecting deflection into the product itself
- Design the service model for each customer segment and rebuild the sales-to-support handoff so it holds up as volume grows
- Own the CX tech stack, from vendor selection through automation agent design to queue architecture
Requirements
- 5+ years of professional experience in a strategic operations role (e.g., BizOps, RevOps, CX Ops, Strategy & Ops, Analytics)
- Proficient with SQL and data analysis, including the ability to write basic-to-intermediate queries (e.g., joins, aggregations) and use data visualization tools to translate raw data into actionable insights
- Experience partnering closely with Product and Engineering teams to transform customer and operational data into actionable feedback loops that improve core products
- Strong communication and presentation skills and an ability to align stakeholders and gain buy-in from senior leadership on strategic initiatives
Nice to have
- In-office lunch twice per week for NYC and SF employees, plus late night dinner stipends
Compensation
- Businesses on Genius AI process billions in annual payment volume, and see 65% more revenue using Genius AI Payments by growing ticket size, rebooking clients at checkout, and saving on processing fees.
Benefits
- Competitive health & dental insurance options, effective on your first day of employment
- Access to Wellhub, a corporate wellness platform with discounted gym memberships, fitness classes, and mental health resources
- Annual stipend for professional development and continued learning
- High performers at 5 years receive a $5,000 bonus to use however you recharge best
- 401k benefit: employees are eligible to contribute starting day 1 of employment
- Dependent Care FSA
- Paid parental leave
- Fertility and adoption benefits via Carrot and Kindbody
- The base salary for this role is between $160,000-$190,000 + equity + benefits.
- Additionally, this role is currently eligible to participate in Genius AI's equity plan as well as a range of health & wellbeing, retirement savings, and other benefits within our total rewards offering.
- We believe this benefits not only our employees but our product, customers, and community as well.
- Genius AI may use automated tools, including artificial intelligence and machine learning systems (AI Tools), to assist in evaluating applicants' qualifications and fitness for the position.
- The compensation package offered is dependent upon many factors including skills, experience, location, and education.
Company info
- At Genius AI, we celebrate our differences and are committed to creating a workplace where all employees feel supported and empowered to do their best work.
- What We're Looking For
Equal opportunity
- Equal Opportunity and Affirmative Action Employer.
This listing is sourced directly from GlossGenius's careers page and normalized into a canonical job model.