What are the responsibilities and job description for the CX Operations Manager position at GlossGenius?
About GlossGenius
GlossGenius is building an ecosystem enabling entrepreneurs to succeed. We empower small business owners to focus on being creators, not admins, by offering a range of business management tools including booking and scheduling, marketing, analytics, payment processing and much more.
Over 100,000 small business owners have chosen to rely on GlossGenius every day to run their entire set of business operations. Joining its powerful, intuitive platform with its vibrant, distinguished brand, GlossGenius is the ideal combination of a fintech, SMB software, and consumer company all in one.
About the Role
As a CX Operations Manager, you’ll be responsible for defining and executing cost-optimizing strategies and scaling the team's ability to efficiently service all customers. You will work hand in hand with CX leadership to drive operational excellence, Product and Engineering teams to implement ticket deflection, Finance to build and manage precise cost models, and Go-to-Market (GTM) teams to design effective customer service models and optimize the sales-to-support handoff. This position is vital to GlossGenius's goal of growing and attracting more customers by ensuring a scalable, cost-efficient, and superior support experience that delivers at a high quality.
You will report to the Senior Manager of CX Operations. You must be commutable to our NYC headquarters and will operate in a hybrid environment with 2 days per week in the office (Tuesdays & Thursdays).
What You’ll Do
- Lead strategic, 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
What We’re Looking For
- 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 CX or Sales 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 & Perks
- 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
The starting base salary for this role in New York, California, and Washington is between $150,000-$180,000 target equity benefits. The base salary offered is dependent upon many factors including skills, experience, location, and education. The base pay range is subject to change and may be modified in the future. Additionally, this role is currently eligible to participate in GlossGenius’s equity plan as well as a range of health & wellbeing, retirement savings, and other benefits within our total rewards offering.
At GlossGenius, we celebrate our differences and are committed to creating a workplace where all employees feel supported and empowered to do their best work. We believe this benefits not only our employees but our product, customers, and community as well. GlossGenius is proud to be an Equal Opportunity and Affirmative Action Employer.
Personal Information: Notice at Collection for Employees and Applicants
Agency Submissions
If a resume or applicant is submitted to GlossGenius by a third party without a signed search agreement in place, it will become the property of GlossGenius and no fee will be paid, irrespective of whether the candidate is hired.