Job Title: CX Ops Engineer

Location: San Francisco or NYC

About AirOps

Today thousands of leading brands and agencies use AirOps to win the battle for attention with content that both humans and agents love.

We’re building the platform and profession that will empower a million marketers to become modern leaders — not spectators — as AI reshapes how brands reach their audiences.

We’re backed by awesome investors, including Unusual Ventures, Wing VC, Founder Collective, XFund, Village Global, and Alt Capital, and we’re building a world-class team with in-person hubs in San Francisco, New York, and Montevideo, Uruguay.

About the Role

As a CX Ops Engineer, you’ll be at the forefront of designing and optimizing our post-sales customer experience (CX) engine. You’ll own our CX operating system and tech stack, ensuring our professional services, CSM, support, renewal, and account management functions run seamlessly and efficiently. You’ll also create AI-driven workflows and automations that unlock leverage for both our pre-sales and post-sales teams, helping us deliver an exceptional end-to-end customer experience. If you’re ruthlessly organized, driven by efficiency, and passionate about elevating the customer journey through the power of AI—then we’d love you to apply.

Key Responsibilities

CX Ops Strategy

• Develop and execute a holistic CX operations strategy to streamline and scale our professional services, CSM, support, and renewal workflows
• Continuously analyze process bottlenecks, introduce best practices, and recommend improvements that enhance efficiency and customer satisfaction
• Serve as the central point of contact for all CX operations, ensuring alignment across teams and maintaining consistent performance standards

CX Tech Stack Ownership

• Own and manage our CX OS—currently built on Monday.com, Intercom, Slack, Announcekit, and Gitbook
• Customize and optimize these platforms for day-to-day CX operations, ensuring seamless data flow and integration with adjacent systems (CRM, billing, analytics, etc.)
• Evaluate and onboard new tools or platforms that can improve our ability to serve customers across the entire lifecycle

AI & Workflow Automation