Business Operations Manager | Seattle

Job description

**About us** Today’s financial system is built to favor those with money. Grid’s mission is to level that playing field by building financial products that help users better manage their financial future. The Grid app lets users access cash, build credit, spend money, optimize their taxes, and lots, lots more. Grid is a fast-growing team that’s deeply passionate about making a difference in the lives of millions. We’re solving huge problems and believe that every team member has a big role to play. Come join our growing team in our Seattle office! **The role** We're looking for a Head of Customer Experience & AI Operations to build the future of customer support at Grid. Your mission is to leverage AI, automation, data, and operational excellence to create a customer experience that feels fast, personal, and magical—while allowing a lean team to support millions of users. You'll design AI-powered workflows, build customer-facing agents, identify opportunities for automation, and partner closely with product and engineering teams to eliminate customer pain points at their source. You'll also lead a team of customer support specialists who handle issues that still require human judgment and empathy. **The team** We're focused on serving our users and building a robust product above all else. To this end, Grid's team members experience high levels of autonomy and ownership, and as a company we value curiosity, learning and growth. ### What you'll do #### Build the AI Support Organization - Design and deploy AI-powered support workflows across chat, email, and self-service channels - Evaluate and implement new AI tools, agents, copilots, and automation platforms - Continuously increase automation rates while maintaining customer satisfaction #### Own Customer Experience Metrics - Drive improvements across CSAT, response times, resolution times, automation rates, and customer retention - Build dashboards and reporting to identify opportunities for improvement #### Lead Escalations and Operations - Manage a team of customer experience specialists handling complex customer issues - Establish escalation processes and quality standards - Ensure customers receive fast, empathetic, and accurate support #### Be the Voice of the Customer - Identify recurring pain points and partner with Product and Engineering to fix root causes - Translate customer feedback into actionable product improvements - Build systems that proactively detect customer issues before they become support tickets #### Build Internal Tools - Use AI and no-code/low-code tools to improve team productivity - Create workflows, automations, dashboards, and operational tooling ### What we're looking for: #### Customer Experience Leadership - 3+ years management experience in customer support, operations, trust & safety, or customer experience teams - Track record of improving customer satisfaction while scaling operations #### AI and Systems Mindset - Deep curiosity about AI and automation - Experience implementing AI tools, chatbots, workflow automation, or operational systems - Ability to identify repetitive work and automate it #### Analytical Thinking - Comfortable working with data and metrics - Experience using SQL, spreadsheets, BI tools, or similar analytical platforms - Ability to diagnose operational bottlenecks and measure improvements #### Builder Mentality - Self-starter who thrives in ambiguity - Excited to build systems from scratch - High ownership and bias toward action #### Customer Obsession - Strong empathy for customers - Excellent written communication skills - Ability to balance automation with human judgment