Business Operations Manager, Customer Experience at GlossGenius

New York, New York, United States

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Not SpecifiedCompensation

Mid-level (3 to 4 years), Senior (5 to 8 years)Experience Level

Full TimeJob Type

UnknownVisa

Fintech, SMB Software, SaaSIndustries

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
Must be commutable to NYC headquarters (default in-office 3-4 days per week with required attendance on Tuesdays and Thursdays)

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

Skills

Key technologies and capabilities for this role

Business OperationsCustomer ExperienceData AnalysisProject ManagementCost OptimizationCross-Functional CollaborationGTMSales-to-Support HandoffCX ToolsKPIsOperational ExcellenceTicket Deflection

Questions & Answers

Common questions about this position

What is the location and in-office requirement for this role?

The role requires you to be commutable to GlossGenius's NYC headquarters, with a default of being in-office 3-4 days per week and required attendance on Tuesdays and Thursdays.

What experience is required for this position?

Candidates need 4+ years of professional experience in a strategic operations role such as BizOps, RevOps, CX Ops, Strategy & Ops, or Analytics.

What technical skills are essential for this role?

Advanced SQL and data analysis expertise for complex queries and visualizations, proficiency in Google Sheets/Excel for modeling, and experience managing tools like Zendesk, Salesforce, or Intercom are required.

What does the team structure look like for this position?

You will report to the Senior Manager of Business Operations and collaborate closely with CX leadership, Product, Engineering, Finance, and Go-to-Market teams.

What makes a strong candidate for this Business Operations Manager role?

A strong candidate has 4+ years in strategic operations, advanced SQL skills, experience with CX tools like Zendesk or Intercom, analytical modeling proficiency, and strong communication skills to align stakeholders.

GlossGenius

Business management solutions for beauty professionals

About GlossGenius

GlossGenius provides business management solutions specifically designed for beauty and wellness professionals, including salon owners, spa operators, and independent beauty experts. The platform offers tools for automated appointment scheduling, payment processing, client management, and marketing, which help streamline daily operations and improve client experiences. For example, clients can easily book appointments online, reducing the administrative workload for business owners. GlossGenius operates on a subscription model, allowing users to access its services for a monthly fee, while also offering a unique feature that provides loans to eligible businesses based on their sales and payment history. With over 70,000 salon and spa businesses served, GlossGenius aims to empower its users to enhance their income and achieve their business goals.

New York City, New YorkHeadquarters

2016Year Founded

$102MTotal Funding

SERIES_CCompany Stage

Fintech, Consumer GoodsIndustries

201-500Employees

Benefits

Flexible Paid Time Off

Health Insurance

Dental Insurance

Fertility Treatment Support

Generous, fully-paid parental leave policy

401(k) Retirement Plan

Professional Development Budget

Pre-tax commuter benefits

Dependent Care FSA

Home Office Stipend

Risks

Emerging startups with similar solutions could dilute GlossGenius's market share.

Economic downturns may challenge the subscription-based model, reducing spending by professionals.

Data privacy concerns may arise as more clients and businesses use the platform.

Differentiation

GlossGenius offers a comprehensive business management platform for beauty and wellness professionals.

The platform integrates appointment scheduling, payment processing, and marketing automation in one solution.

GlossGenius provides a unique capital feature, offering loans based on sales volume and payment history.

Upsides

Increased demand for contactless payment solutions boosts GlossGenius's seamless payment processing feature.

The rise of personalized marketing drives demand for GlossGenius's automated client interaction tools.

Hybrid work models increase the need for flexible scheduling, aligning with GlossGenius's offerings.

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