Head of CX and Services

📍San Francisco or New York City

About AirOps

AirOps is the platform teams use to build scalable AI growth engines. We let you build and launch AI workflows that use the best AI models, techniques, and data sources to drive profitable growth. All without a dev team.

Teams use AirOps to:

• Create automated content engines that generate organic traffic at scale
• Personalize landing pages for paid ads and lifecycle to drive improvements in CVR and ROAS
• Build and orchestrate AI workflows that improve CX and sales efficiency

Our founding team has owned growth, product, and engineering at MasterClass, Bungalow, and Teespring. We’re backed by awesome investors, including Unusual Ventures, Wing VC, Founder Collective, XFund, Village Global, and Alt Capital.

We are a proudly global organization with team members across in-person hubs in San Francisco, New York City, and Montevideo, Uruguay.

What You'll Own

We are looking to elevate our customer experience by bringing on a world-class Head of Customer Experience and Services. Our ideal candidate has a proven track record in driving customer satisfaction, retention, and revenue growth in both scaleup and startup environments, and brings together strategic thinking, operational excellence, and a strong customer-centric approach.

Responsibilities:

• Develop and execute our comprehensive customer experience strategy, encompassing pre-sales, onboarding, implementation, professional services, customer success, and support
• Lead and optimize all customer-facing functions to ensure seamless customer journeys and maximize customer lifetime value
• Drive the evolution of our customer experience metrics, including NPS, CSAT, churn rate, and expansion revenue
• Design and implement scalable onboarding and implementation processes, using the AirOps platform and AI to automate and drive efficiency wherever practical
• Develop and manage professional services offerings to drive customer value and additional revenue streams