CX Operations Manager, GlossGenius

$150-180k

+ Target equity

SQL

Excel

Google Sheets

Salesforce

Zendesk

Intercom

Mid and Senior level

New York

More information about location

2 days a week in office

Operating system for appointment-based businesses.

Job no longer available

Operating system for appointment-based businesses.

201-500 employees

B2BMarketingPaymentsCustomer serviceSaaSBeauty

Job no longer available

$150-180k

+ Target equity

SQL

Excel

Google Sheets

Salesforce

Zendesk

Intercom

Mid and Senior level

New York

More information about location

2 days a week in office

201-500 employees

B2BMarketingPaymentsCustomer serviceSaaSBeauty

Company mission

To enable business owners to reach new heights by growing their business and maximizing their income.

Job

Company

Role

Who you are

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

What the job involves

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
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

Our take

Business management platforms exist for a wide range of industries, including retail, hospitality, and healthcare. However, despite a modern facade 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, with triple-digit year on year revenue growth. It serves over 1000,000 businesses and has raised more than $70M.

With this funding, the company is aiming to accelerate platform development off the back of the release of consumer experience, payment and automation products. 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

Led by a woman

Top investors

64% employee growth in 12 months

Glassdoor (3.6)

Company

Funding (last 2 of 7 rounds)

Jul 2023

$28m

SERIES C

Sep 2022

$25m

SERIES B

Total funding: $104.9m

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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