Head of Customer Experience & AI Operations

Job overview

The Head of Customer Experience & AI Operations role is based onsite in Seattle, WA. Compensation is $80,000–$130,000 per year. Grid’s mission is to build financial products that help users manage their financial future, and this role is based in its Seattle office. The leader builds AI-enabled customer support operations that improve speed and personalization while enabling a lean team to serve millions of users. The role combines automation, customer experience measurement, escalation leadership, and partnership with Product and Engineering to address customer pain points.

What you'll do

• Design and deploy AI-powered support workflows
• evaluate AI tools, agents, copilots, and automation platforms
• improve customer satisfaction, response and resolution times, automation, and retention
• build dashboards and reporting
• manage customer experience specialists and escalation processes
• partner with Product and Engineering on recurring customer issues
• build internal workflows, automations, dashboards, and tools.

What we're looking for

Skills & competencies

customer experience

ai operations

customer support

workflow automation

support leadership

customer metrics

seattle wa

grid

financial products

product and engineering partnership

$80k–$130k

Work arrangement

• Weekend coverage required

Benefits & perks

• Medical, dental, and vision insurance
• 401(k)
• life insurance
• competitive equity package.

Why this role

Builds Grid’s customer support organization and AI-enabled workflows for a product serving more than a million users.

About the employer

Grid is hiring for this role. Industry: Financial Transactions Processing, Reserve, and Clearinghouse Activities. Sector: 52.