Strategy & Operations Manager, GlossGenius
Customer Experience
$160-190k
+ Equity
Operating system for appointment-based businesses.
Posted today
Operating system for appointment-based businesses.
201-500 employees
Posted today
$160-190k
+ Equity
201-500 employees
Company mission
To enable business owners to reach new heights by growing their business and maximizing their income.
Role
Who you are
- 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 Experience 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
- You must be commutable to our NYC or SF headquarters and will operate in an in-person environment
- 5+ years of professional experience in a strategic operations role (e.g., BizOps, RevOps, CX Ops, Strategy & Ops, Analytics)
- You have proven experience building AI workflows to automate repeatable processes and redirect your time toward judgment-intensive problems
- A bias for action, you don't wait for perfect information, you set a direction, ship something, and iterate based on what you learn
- Proficient with SQL and data analysis, including the ability to write basic-to-intermediate queries (e.g., joins, aggregations) and use data visualization tools to translate raw data into actionable insights
- Experience partnering closely with Product and Engineering teams to transform customer and operational data into actionable feedback loops that improve core products
- Background in driving operational efficiency, identifying process bottlenecks and streamlining workflows to improve team productivity
- Strong communication and presentation skills and an ability to align stakeholders and gain buy-in from senior leadership on strategic initiatives
What the job involves
- As Strategy & Operations Manager on the Customer Experience team, you'll start by owning the strategy behind how Genius AI scales customer support without scaling headcount at the same rate
- You'll build the cost models, automation strategy, and cross-functional playbook from scratch, not inherit one, working across CX, GTM, Finance, and Product to get there
- But the scope doesn't stop there: as you show impact, you'll take on other strategic problems across the team, wherever the most important work is
- You will report to the Director, CX Ops & Fraud
- Own the cost model that governs CX headcount growth, tying spend directly to service volume and repeat contact rates across every channel
- Build AI-powered workflows and automation that eliminate repeatable ticket volume before it reaches a human, architecting deflection into the product itself
- Design the service model for each customer segment and rebuild the sales-to-support handoff so it holds up as volume grows
- Own the CX tech stack, from vendor selection through automation agent design to queue architecture
- Shape cross-functional cost forecasts with Finance and Product, translating raw usage data into headcount and roadmap decisions
- Ship changes on a weekly cadence: test a deflection idea, measure its impact on repeat contact, and scale what works or kill what doesn't
Our take
Business management platforms exist for a wide range of industries, including retail, hospitality, and healthcare. But the beauty industry lacks specialized software and still runs on generic CRMs and basic spreadsheets. Recognizing a gap in the market, GlossGenius has stepped in to provided a specialized business management platform for beauty salons, spas and studios.
With little competition in this niche, GlossGenius has swiftly captured a large market share - it serves over 1000,000 businesses and has raised more than $70 million. With this backing, the company is accelerating platform development, and it is well on the way to fulfilling its long-term aim of developing into the Toast of the beauty industry.
Steph
Company Specialist at Welcome to the Jungle
Insights
64% employee growth in 12 months
Company
Funding (last 2 of 8 rounds)
Jan 2026
$44m
SERIES D
Jul 2023
$28m
SERIES C
Total funding: $148.9m
Company HQ
SoHo, New York, NY
Leadership
Danielle Cohen-Shohet
(Founder & CEO)Prior to founding GLossGenius in 2015, Danielle was an Alternative investment Analyst at Goldman Sachs.
Leah Cohen-Shohet
(CBO)Leah joined GlossGenius in 2021 as Chief Business Officer. Prior to this, she worked in Go-To-Market Strategy & Launch at Archipelago. She also spent nearly 6 years at Symphony as a Strategic Chief of Staff, Global Head oCommunity Specialist Group and EVP of Growth & Adoption.
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