Customer Experience & AI Operations Lead | Seattle

Head of Customer Experience & AI Operations

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.

• 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

• Drive improvements across CSAT, response times, resolution times, automation rates, and customer retention
• Build dashboards and reporting to identify opportunities for improvement

• 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

• 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

• 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

  $80,000 - $130,000 a year

  Competitive equity package Benefits
  • Medical / Dental / Vision
  • 401k
  • Life insurance
  Salary range
  • $80,000 - $130,000 per year
  Why This Role Is Different

  Most companies are asking how AI can help their support teams. At Grid, we're asking a bigger question:
  What would customer support look like if you built it from scratch in the AI era?

  You'll have the opportunity to answer that question for more than a million users and help define how customer experience operates at Grid for years to come.