Business Operations Manager, Customer Experience
About the positionResponsibilities• Lead strategic, high 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 mechanismsRequirements• 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 internal team 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 initiativesBenefits• 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 Apply tot his job