Customer Experience and Strategy Lead

Handshake

full-time

Posted on: 9/2/2025

Location: California • 🇺🇸 United States

✨ AI Apply

💰 $125,000 - $160,000 per year

Senior

SQL

About the role

Handshake is building the career network for the AI economy, connecting millions of students, institutions, and employers
Handshake AI is a human data labeling business partnering with leading AI research labs to build domain-specific data and evaluation at scale
Lead operational improvement projects to streamline workflows, reduce escalations, and enhance the customer experience
Use data (SQL, Looker, spreadsheets) to uncover trends, identify root causes, and measure improvements
Partner with Product, Engineering, and cross-functional teams to design and implement systemic fixes
Drive change management for new tools, processes, and policies, securing buy-in across stakeholders
Define, track, and report on KPIs for operational performance and team engagement
Build a culture of empathy for frontline employees and customers, translating pain points into scalable solutions
Spend ~70% of time diagnosing and fixing systemic operational pain points and ~30% managing and coaching frontline managers and agents

2-4 years in BizOps, Strategy & Operations, or Customer Experience/Support Ops leadership in high-growth tech, consulting, or marketplace environments
Proven experience building processes from scratch, and leading change management initiatives
Strong analytical skills with fluency in SQL, Looker, and spreadsheets; able to quantify impact and measure results
Track record of identifying operational inefficiencies and implementing solutions end-to-end
Ability to influence without authority and collaborate effectively across Product, Engineering, and senior leadership
Comfort toggling between high-level strategy and hands-on execution
Bias toward action and a builder mentality — you don’t just document problems, you fix them