The RoleThe 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 - wen 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.
Your job is threefold:
- Resolve customer interactions end-to-end through AI
- Automate the repetitive parts of our support specialists' workflows so they can focus on the moments where they add the most value
- Leverage AI to continuously improve the customer experience and business outcomes (e.g., A/B testing conversation flows, business rules, customer offers, etc.).
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.
Your north star metrics are customer satisfaction, automation rate, and average handle time.
Who You Are 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.
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.
Requirements:- 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.
- Track record of taking something from 0 to 1: you've driven projects from concept to completion and owned the result.
- 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.
- Based in New York City or willing to relocate.
- You love dogs!
This is a hybrid position.
You must be able to commute into our office in Midtown Manhattan Monday, Wednesday, and Thursday.
