AI Ops Lead (Customer Experience)

Join Spot & Tango as the AI Ops Lead (Customer Experience), a pivotal role in shaping our CX AI program. You'll be responsible for resolving customer interactions through AI, automating support workflows, and continuously improving the customer experience. This is an opportunity to build a best-in-class capability and core competency for our CX organization.

• Resolve customer interactions end-to-end through AI, automate repetitive parts of support workflows, and leverage AI to continuously improve customer experience.
• Own the strategy and day-to-day execution of the CX AI program, deciding what to build next, designing how it should work, and seeing it through implementation.
• Build the operating system behind the CX AI program, including documentation, QA processes, reporting, and operational best practices.
• You're a builder. You're analytical, naturally curious, and equally comfortable with high-level strategy and hands-on execution
• You thrive in an independent role, take ownership without hand-holding, and are energized by the opportunity to build something from the ground up
• Our ambition is to build an AI experience that feels thoughtful, personal, and effortless, delivering the same caliber of experience our human team is known for. 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
• You don't think about AI for AI's sake; you think about how it can remove friction, save people time, and make life better for both our customers and our support specialists
• Exceptional work ethic and ability to independently create and drive workstreams in a fast-paced, deadline-driven startup environment
• Intellectually curious about AI and automation. You pick up new tools fast, go deep, and don't wait to be taught
• 2+ years at a top-tier management or strategy consulting firm; experience in consumer, e-commerce, or subscription businesses is a plus
• 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; ideally majoring in business, statistics, mathematics, engineering, economics, or a related field
• You love dogs!
• Based in New York City or willing to relocate
• Track record of taking something from 0 to 1: you've driven projects from concept to completion and owned the result