Agent Tools Strategy & Operations Specialist

Agent Tools Strategy & Operations Specialist

Industry Information Technology and Services

Welcome to Your Next Adventure!

We are looking for an Agent Tools Strategy & Operations Specialist to own the tooling and processes that power our support agents — and to make every agent faster, more accurate, and more effective.

This role sits at the intersection of operations and product. You will define what our agent tools need to do, streamline the processes agents follow, and partner with Product and Engineering to build and improve the systems that make seamless, semi-automated support possible. You will ultimately move the classic support metrics — handle time, first contact resolution, and quality — but through a process and tooling lens, not through direct management of the agent team.

This is a strategic, data-driven position. We are looking for a brilliant generalist who can deeply own the agent‑experience problem space today while evolving into broader CX strategic initiatives as the organization grows.

Own the Agent Tooling & Process Problem End-to-End

Understand, at an operations level, what agents need from their tools — and translate that into clear functional requirements and roadmaps. Map and streamline the end-to-end processes agents follow, removing friction, manual steps, and rework. Own the strategy and operations of core tooling capabilities such as case management and routing, agent assignment and capacity management, customer identification, and consolidation of fragmented tools into a unified workflow.

Identify where semi‑automation, templating, and guided workflows can reduce effort and error.

Partner with Product & Engineering to Build the Tools

Define product feature requirements and roadmaps together with Product and Engineering. Develop project plans across stakeholder groups to ensure successful development and deployment of features. Act as the quality‑assurance arm of development — flag critical quality blockers and risks ahead of feature launches. Drive continuous improvement post‑launch through defect tracking and remediation.

Drive Support Operations Metrics Through Tooling

Move the core support metrics — average handle time (AHT), first contact resolution (FCR), resolution time, and quality — by improving processes and tools rather than managing people. Build reporting and diagnostics that connect tooling and process changes to metric movement. Design experiments and pilots to validate that a tooling or process change actually improves agent efficiency and customer outcomes before scaling it.

Use Data to Drive Decisions

Leverage SQL, dashboards, and analytics tools to uncover where agents lose time and where processes break down. Quantify the impact of tooling gaps and prioritize the highest‑leverage improvements. Build frameworks to monitor agent efficiency KPIs and early‑warning signals.

Contribute as a CX Generalist

Support other strategic CX initiatives such as service quality improvements, journey redesign, and operational excellence programs. Contribute to building scalable frameworks, SOPs, and playbooks for support operations. Adapt as priorities evolve — this role is designed to grow with the business.

4–6 years of experience in Support Operations, Product Operations, Customer Experience, Strategy, Consulting, or similar analytical roles within tech, marketplaces, or fast‑paced environments. Strong analytical skills — ability to structure ambiguous problems and break them down into actionable components. Hands‑on experience working with data (SQL, Excel, BI tools). Experience gathering requirements and partnering with Product and Engineering to ship tools or features.

A process‑improvement mindset — you…