Remote · Full-time
Customer Operations & Experience Manager (IC)
We're looking for a Customer Operations & Experience Manager (Individual Contributor) to operate the AI agents that run our day-to-day customer experience. You're the operator of those agents — you'll design the prompts, rules, and evals that let a small team handle a growing customer base.
This is a hands-on, front-line role for someone who wants to be close to customers, deeply involved in operations, and accountable for making sure the customer funnel — from onboarding through activation and ongoing support — flows smoothly and meets company KPIs.
You'll work closely with founders and senior team members, improving prompts and playbooks, surfacing friction and risk early, and collaborating on how we continuously improve and scale how we serve customers.
What You'll Do
- Design prompts, escalation rules, and evals for agents
- Own the operational reality of the customer funnel — SLAs, communication quality, and CSAT
- Solve edge cases the agents escalate, and turn them into system improvements with prompts or rules
- Surface risks, customer dissatisfaction, and execution issues early
- Represent the customer voice internally and balance customer needs with company constraints
What Success Looks Like (12 Months)
- Customers trust the experience — communication is reliable, SLAs are met, CSAT holds
- A growing share of customer interactions is resolved autonomously by agents under your leadership
- The agent fleet gets sharper over time — better prompts, tighter rules, fewer escalations
- Risks and issues are surfaced early
- You are trusted internally to own the operational reality of the customer experience
Who This Role Is For
- You want hands-on ownership, not people management
- You thrive in early-stage, high-ownership environments
- You value operational rigor, efficiency, and clarity
- You enjoy being close to customers and real problems
- You grow through experience, feedback, and increasing scope
Requirements
- Experience in customer-facing or operational roles
- Strong written and verbal communication skills
- High customer empathy
- Comfort owning workflows end-to-end as an IC
- You've automated a non-trivial workflow with AI before — at work or as a side project
- Availability to travel 3–4 days every quarter for a company offsite
Pluses
- Experience operating AI agents, designing prompts, or building evals in any function
- Experience in fintech or SaaS
- Early-stage company experience
- Familiarity with operational metrics and funnels
In your application, please include a workflow you've automated with AI — what it does, what you tried, and what worked.
We look forward to hearing from you.
Email jobs@capitalos.com with your LinkedIn/CV.
We look forward to hearing from you.
Email jobs@capitalos.com with your LinkedIn/CV.
We know that amazing people come from all backgrounds and encourage you to apply even if your experience doesn't exactly match the description.
CapitalOS provides equal employment opportunities to all applicants for employment. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender perception or identity, national origin, age, marital status, protected veteran status, or disability status.