Senior Strategy and Operations Manager (Customer Success)

Join GlossGenius, a leading platform for beauty professionals, as a Senior Strategy and Operations Manager. In this role, you will own the strategy and execution for onboarding, retaining, and growing a larger customer base. You will also define the operational model for the Onboarding Specialist team, build the analytics layer to track customer success performance, and design AI-powered workflows to automate repeatable tasks. This position requires strong analytical skills, clear communication, and the ability to drive alignment across multiple departments.

• Own the strategy and execution roadmap for onboarding, retention, and growth of larger customer segments.
• Define the operational model for the Onboarding Specialist team, including workflows, capacity planning, and evolution.
• Build the analytics layer that tracks customer success performance, translating data into decisions.
• 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 Success is not a prerequisite. We're looking for someone who can tackle hard business problems from first principles and build durable solutions, regardless of the function
• Clear written communicator, able to produce a crisp strategy doc, an ops brief, or an exec summary with enough clarity that it doesn't require a follow-up meeting to explain
• Strong analytical foundation, including fluency with modeling and data tools, and the ability to move from raw data to a clear strategic recommendation independently
• Proven ability to drive alignment and influence without direct authority across Sales, Product, Marketing, and Finance
• You’ve built AI-powered workflows that changed how a function operates, automating repeatable work and redirecting capacity toward higher-judgment problems
• Comfortable building from scratch with minimal direction, making calls on structure and approach in problem spaces where the answer isn't obvious and the brief isn't fully written
• 6+ years of experience in strategy, operations, business analysis, or strategic finance, with a track record of tackling ambiguous problems and building durable solutions rather than executing against defined playbooks