Job Description
About the position Responsibilities • 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 mechanisms Requirements • 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 initiatives Benefits • 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