AI Ops Lead (Customer Experience)

Who We Are 

Spot & Tango is an innovative pet health & wellness brand that delivers personalized meal plans on a subscription basis. Our recipes are developed by leading animal nutritionists and are made with only real human-grade ingredients... and nothing artificial! We have lofty goals (to make every dog in the country healthier and every pet parent happier!) and we are looking for the right people to help us get there. This is an exciting opportunity to join a VC-backed high-growth e-commerce startup and have an outsized impact in an extremely fast-paced environment. Plus you get to think about dogs all day!

The Role

The AI Ops Lead (Customer Experience) is a new role for Spot & Tango and a relatively new role industry-wide. If you haven't done exactly this before that's okay — we still want to hear from you. If you are analytically minded energized by building new processes and systems and genuinely curious about how AI can practically transform customer experience read on.

The AI Ops Lead (Customer Experience) will report directly to the SVP of Customer Experience and work closely with CX Product Engineering and Data partners. This is the founding role for our CX AI program with the opportunity to build it into a best-in-class capability and core competency for the Spot & Tango CX organization. 

Your job is threefold: 

• Resolve customer interactions end-to-end through AI
• Automate the repetitive parts of our support specialists' workflows so they can focus on the moments where they add the most value
• Leverage AI to continuously improve the customer experience and business outcomes (e.g. A/B testing conversation flows business rules customer offers etc.). 

You will own the strategy and day-to-day execution of the program deciding what to build next designing how it should work seeing it through implementation and continuously improving performance after launch.

Your north star metrics are customer satisfaction automation rate and average handle time.

Who You Are 

You're a builder. You're analytical naturally curious and equally comfortable with high-level strategy and hands-on execution. You thrive in an independent role take ownership without hand-holding and are energized by the opportunity to build something from the ground up.

Our ambition is to build an AI experience that feels thoughtful personal and effortless delivering the same caliber of experience our human team is known for. To get there we need someone who's as obsessed with the customer experience as they are with AI.

Whether that comes from lived experience in CX a customer-facing product role strategic operations or simply how you're wired you have exceptional instincts for what makes a customer experience great. You don't think about AI for AI's sake; you think about how it can remove friction save people time and make life better for both our customers and our support specialists.

Responsibilities:

• Strategy & Prioritization – Own the roadmap for our CX AI program deciding what to build in what order and why based on customer impact business value and implementation effort.
• AI Workflow Design – Turn our customer support playbooks into AI workflows by designing conversation flows business rules and escalation paths that deliver a seamless customer experience at scale.
• Launch & Optimization – Take new workflows from idea to launch testing measuring and refining them before and after go-live. Partner with Product Engineering and Data when new tools integrations or technical capabilities are needed.
• Performance & Analytics – Own the performance of every live AI workflow by tracking key metrics identifying opportunities for improvement and using data to continuously optimize the program.
• Program Operations – Build the operating system behind our CX AI program including documentation QA processes reporting and operational best practices.

Requirements:

• 2+ years at a top-tier management or strategy consulting firm; experience in consumer e-commerce or subscription businesses is a plus.
• 2+ years in an operating role at a growth-stage startup such as strategic operations product management product operations business operations or a similar function where you owned outcomes not just workstreams.
• Bachelor's degree or higher from a top-tier university; ideally majoring in business statistics mathematics engineering economics or a related field.
• Track record of taking something from 0 to 1: you've driven projects from concept to completion and owned the result.
• Exceptional work ethic and ability to independently create and drive workstreams in a fast-paced deadline-driven startup environment.
• Intellectually curious about AI and automation. You pick up new tools fast go deep and don't wait to be taught.
• Based in New York City or willing to relocate.
• You love dogs!

This is a hybrid position.

You must be able to commute into our office in Midtown Manhattan Monday Wednesday and Thursday.

What We Do

Here at Spot & Tango we are on a mission to make your pet healthier and happier simplifying your role as a pet parent along the way. Put simply: we exist to create more happy days with your dog. Since 2018 we’ve been cooking up fresh whole ingredient meals personalized for dogs at prices humans can afford. We even created an entirely new category with UnKibble the only Fresh Dry™ food for dogs. That’s how much we believe in the benefits of real food for our loyal companions. Our recipes are made with only whole vegetables fruits grains and meats that we’d eat too. Plus every vet-formulated meal plan is delivered directly to your door and completely customized to your dog’s weight age activity level and health goals.

Why Work With Us

At Spot & Tango we know that we're only as good as our people. We look for candidates who ask the right questions have an entrepreneurial spirit and learn at light speed. While we value experience we also appreciate (and seek out!) fresh perspectives.

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