Strategy & Operations Manager, Customer Strategy

About Gloss Genius

Gloss Genius is building an ecosystem enabling entrepreneurs to succeed. We empower small business owners to focus on being creators, not admins, by offering a range of business management tools including booking and scheduling, marketing, analytics, payment processing and much more.

Over 100,000 small business owners have chosen to rely on Gloss Genius every day to run their entire set of business operations. Joining its powerful, intuitive platform with its vibrant, distinguished brand, Gloss Genius is the ideal combination of a fintech, SMB software, and consumer company all in one.

About the Role

As a Senior Strategy & Operations Manager, Customer Strategy, you will play a critical role in supporting and driving our strategic shift towards serving larger customers and expanding into new verticals within the beauty and wellness industry. You will be responsible for helping to understand and accelerate our short and long-term customer growth by analyzing target segments, identifying requirements to win new customers, and ensuring operational execution supports our goals.

You will collaborate cross-functionally to align on customer strategy, ensure our GTM efforts are coordinated to deliver on our goals, and ensure a seamless journey for our evolving customer base.

You will report to the Chief Revenue Officer. You must be commutable to our NYC headquarters and will operate in a hybrid environment.

What You'll Do

* Contribute to the development and execution of the roadmap and long-term vision for acquiring and retaining customers across new segments and verticals, particularly as we move upmarket

* Conduct quantitative and qualitative analysis to understand target verticals, customer segments, competitive landscape, and key requirements for winning and serving new customer profiles

* Collaborate with cross-functional teams including Sales, Marketing, Product and CX to identify operational needs and ensure execution processes are aligned to support strategic customer acquisition and retention goals

* Analyze the economics, value, and opportunity costs of customer-centric initiatives, providing insights and recommendations on their impact to growth, revenue, and broader business goals

* Support the design and execution of tests and experiments related to customer acquisition, onboarding, and engagement to prove market fit and accelerate growth in new customer segments

What We're Looking For

* 5-8+ years of relevant experience in operations, strategy, business analysis, or strategic finance, preferably in a rapidly changing startup environment

* Strong skills in synthesizing data and translating insights into clear, actionable customer strategies; comfort with analytical tools and modeling, and an ability to investigate root causes

* A resourceful and scrappy operator excited to contribute to scaling new customer segments from the ground up, adept at creating clarity in ambiguous problem spaces with minimal oversight

* Proven ability to work closely with and influence without direct authority across diverse cross-functional teams (e.g., Product, Sales, Marketing, Finance), building strong relationships to achieve shared customer goals

Benefits & Perks

* Flexible PTO

* Competitive health & dental insurance options, with premiums partially or fully covered by GG

* Fertility and adoption benefits via Carrot

* Generous, fully-paid parental leave policy

* 401k benefit - employees are eligible to contribute starting day 1 of employment

* Professional Development - employees receive a yearly stipend for approved learning and educational-related expenses

* Pre-tax commuter benefits

* Dependent Care FSA

* Home office support

* Team Bonding opportunities - as a distributed team, being able to build meaningful bonds both virtually and in person is incredibly important to us! We are constantly evaluating how we accomplish this and currently, teams are given opportunities to gather in person throughout the year

The starting base salary for this role in New York, California, and Washington is between $170,000-$210,000 + target equity + benefits. The base salary offered is dependent upon many factors including skills, experience, location, and education. The base pay range is subject to change and may be modified in the future. Additionally, this role is currently eligible to participate in Gloss Genius's equity plan as well as a range of health & wellbeing, retirement savings, and other benefits within our total rewards offering.

At Gloss Genius, we celebrate our differences and are committed to creating a workplace where all employees feel supported and empowered to do their best work. We believe this benefits not only our employees but our product, customers, and community as well. Gloss Genius is proud to be an Equal Opportunity and Affirmative Action Employer.

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