Customer Experience and Strategy Lead
Handshake
SQL
Product Operations Lead
Cartesia
full-time
Posted on:
Origin: • 🇺🇸 United States • California
Visit company websiteSalary
💰 $190,000 - $240,000 per year
Job Level
Senior
Tech Stack
SQL
About the role
- Own the strategy and roadmap for evaluation systems demonstrating voice AI model performance on customer-specific use cases
- Define and align on key evaluation metrics capturing model quality and customer impact
- Rapidly spin up customer-specific evaluation systems to test performance and identify improvement opportunities
- Build relationships with customers to translate evaluation needs into technical requirements
- Lead cross-functional workstreams across GTM, Engineering, and Research to design scalable evaluation frameworks
- Identify, evaluate, and build relationships with data vendors to secure high-quality voice datasets
- Negotiate contracts and manage ongoing vendor relationships to ensure consistent quality and delivery
- Create repeatable playbooks for vendor evaluation, onboarding, and performance management
- Design and implement systems to hire, onboard, and manage contractors for data collection, annotation, and evaluation
- Scale contractor network, build screening workflows, and create high-conversion onboarding and incentive systems
- Partner with engineering and research to integrate evaluation systems with training pipelines and model development
- Track metrics to diagnose issues, prioritize work, and guide decisions about investments and builds
Requirements
- 4+ years of professional experience (ideally 2+ years at top-tier consulting, investment banking, or private equity AND 2+ years at a technical company or in product/operations roles)
- Systems thinking - able to spot leverage points in complex processes and resolve bottlenecks
- Product intuition - make technical and business decisions with engineers and stakeholders
- Proven ability to design and prioritize metrics that balance technical rigor with customer value
- High-Impact Self-Starter comfortable operating with minimal guidance
- Strong negotiation & relationship building - vendor relationships, contract negotiation, external partner management
- Customer obsession - building evaluation systems that demonstrate real value to customers
- Exceptional problem-solving skills - take complex, undefined problems 0 to 1 and drive decisions with data
- Excitement for Voice AI
