Head of Operations & Business Management

Today’s financial system is built to favor those with money. Grid’s mission is to level that playing field by building financial products that help users better manage their financial future. The Grid app lets users access cash, build credit, spend money, optimize their taxes, and lots, lots more.

Come join our growing team in our Seattle office!

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.

We're focused on serving our users and building a robust product above all else. 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
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
Translate customer feedback into actionable product improvements
Build systems that proactively detect customer issues before they become support tickets
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

Comfortable working with data and metrics
Experience using SQL, spreadsheets, BI tools, or similar analytical platforms
Customer Obsession
Strong empathy for customers
Competitive equity package
Medical / Dental / Vision
~Life insurance

Why This Role Is Different Most companies are asking how AI can help their support teams. 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.
We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses and identifying potential inconsistencies or verification signals in application materials based on available information. If you would like more information about how your data is processed, please contact us.