Senior Strategy & Operations Manager, Customer Success
$170,000–$225,000 year
On-siteNew York, United States or Manhattan, New York, United States
Job Summary
Own the strategy and execution roadmap for GlossGenius onboarding, retention, and growth, defining operational models for the Onboarding Specialist team including workflows, capacity planning, and organizational evolution. Build analytics layers tracking CS performance metrics to drive decisions, evaluate initiative economics, and design experiments across the customer lifecycle. Develop AI-powered workflows to automate repeatable tasks like health monitoring and reporting, while aligning Sales, Product, Marketing, and CX on cross-functional dependencies. Report to the Chief Revenue Officer in an in-office NYC environment, operating 3–4 days per week with required attendance on Tuesdays and Thursdays.
Required Qualifications
- 6+ years of experience in strategy, operations, business analysis, or strategic finance
- Track record of tackling ambiguous problems and building durable solutions
- Experience building AI-powered workflows that changed how a function operates
- Ability to automate repeatable work and redirect capacity toward higher-judgment problems
- Comfortable building from scratch with minimal direction
- Ability to make calls on structure and approach in problem spaces where the answer isn't obvious
- Strong analytical foundation including fluency with modeling and data tools
- Ability to move from raw data to a clear strategic recommendation independently
- Proven ability to drive alignment and influence without direct authority across Sales, Product, Marketing, and Finance
- Clear written communicator
- Ability to produce a crisp strategy doc, an ops brief, or an exec summary
- Commutable to NYC headquarters
- Willingness to operate in an in-person environment
- Default to being in-office 3–4 days per week
- Required attendance on Tuesdays and Thursdays
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