[Remote] Customer Experience & Strategy Lead at Handshake

The Customer Experience & Strategy Lead will drive operational excellence across the Customer Experience & Strategy function and lead and develop a high-performing frontline team. Responsibilities include leading operational improvement projects to streamline workflows, reduce escalations, and enhance customer experience. The role involves using data (SQL, Looker, spreadsheets) to uncover trends, identify root causes, and measure improvements. Partnering with Product, Engineering, and other cross-functional teams to design and implement systemic fixes is key. The Lead will also drive change management for new tools, processes, and policies, define, track, and report on KPIs, and build a culture of empathy for frontline employees and customers, translating their pain points into scalable solutions.