Customer Experience & Strategy Lead

About Handshake AIHandshake is building the career network for the AI economy. Our three-sided marketplace connects 18 million students and alumni, 1,500+ academic institutions across the U.S. and Europe, and 1 million employers to power how the next generation explores careers, builds skills, and gets hired.Handshake AI is a human data labeling business that leverages the scale of the largest early career network. We work directly with the world’s leading AI research labs to build a new generation of human data products. From PhDs in physics to undergrads fluent in LLMs, Handshake AI is the trusted partner for domain-specific data and evaluation at scale.This is a unique opportunity to join a fast-growing team shaping the future of AI through better data, better tools, and better systems—for experts, by experts.Now’s a great time to join Handshake. Here’s why:Leading the AI Career Revolution: Be part of the team redefining work in the AI economy for millions worldwide.Proven Market Demand: Deep employer partnerships across Fortune 500s and the world’s leading AI research labs.World-Class Team: Leadership from Scale AI, Meta, xAI, Notion, Coinbase, and Palantir, just to name a few.Capitalized & Scaling: $3.5B valuation from top investors including Kleiner Perkins, True Ventures, Notable Capital, and more.About the RoleWe’re looking for a Lead who thrives at the intersection of business operations and customer experience leadership. In this role, you’ll drive operational excellence across our Customer Experience & Strategy function while leading and developing a high-performing frontline team.You’ll spend ~70% of your time diagnosing and fixing systemic operational pain points — using data, process design, and cross-functional influence — and ~30% managing and coaching our frontline managers and agents. You’ll have the mandate not just to surface issues, but to own solutions end-to-end.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 other 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 both operational performance and team engagement.Build a culture of empathy for frontline employees and customers (Handshake Fellows), translating their pain points into scalable solutions.Desired Capabilities2-4 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.PerksHandshake delivers benefits that help you feel supported—and thrive at work and in life.The below benefits are for full-time US employees. Ownership: Equity in a fast-growing company Financial Wellness: 401(k) match, competitive compensation, financial coaching Family Support: Paid parental leave, fertility benefits, parental coaching Wellbeing: Medical, dental, and vision, mental health support, $500 wellness stipend Growth: $2,000 learning stipend, ongoing development Remote & Office: Stipends for home office setup, internet, commuting, and free lunch/gym in our SF office Time Off: Flexible PTO, 15 holidays + 2 flex days, winter #ShakeBreak where our whole office closes for a week! Connection: Team outings & referral bonusesExplore our mission, values, and comprehensive US benefits at joinhandshake.com/careers.

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