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. What you'll do Build the AI Support Organization 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 Own Customer Experience Metrics Drive improvements across CSAT, response times, resolution times, automation rates, and customer retention Build dashboards and reporting to identify opportunities for improvement Lead Escalations and Operations 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 Be the Voice of the Customer 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 Build Internal Tools 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. #J-18808-Ljbffr Getgrid