Who We Are

Spot & Tango is an innovative pet health & wellness brand that delivers personalized meal plans on a subscription basis. Our recipes are developed by leading animal nutritionists, and are made with only real, human-grade ingredients... and nothing artificial!

) and we are looking for the right people to help us get there. This is an exciting opportunity to join a VC-backed, high-growth, e-commerce startup and have an outsized impact in an extremely fast-paced environment. Plus, you get to think about dogs all day!

The Role The AI Ops Lead (Customer Experience) is a new role for Spot & Tango, and a relatively new role industry-wide. If you haven't done exactly this before, that's okay — we still want to hear from you. If you are analytically minded, energized by building new processes and systems, and genuinely curious about how AI can practically transform customer experience, read on.

The AI Ops Lead (Customer Experience) will report directly to the SVP of Customer Experience and work closely with CX, Product, Engineering, and Data partners. This is the founding role for our CX AI program, with the opportunity to build it into a best-in-class capability and core competency for the Spot & Tango CX organization. ).

You will own the strategy and day-to-day execution of the program, deciding what to build next, designing how it should work, seeing it through implementation, and continuously improving performance after launch. Your north star metrics are customer satisfaction, automation rate, and average handle time.

Who You Are

You're a builder. You're analytical, naturally curious, and equally comfortable with high-level strategy and hands-on execution. You thrive in an independent role, take ownership without hand-holding, and are energized by the opportunity to build something from the ground up.

Our ambition is to build an AI experience that feels thoughtful, personal, and effortless, delivering the same caliber of experience our human team is known for. To get there, we need someone who's as obsessed with the customer experience as they are with AI. Whether that comes from lived experience in CX, a customer-facing product role, strategic operations, or simply how you're wired, you have exceptional instincts for what makes a customer experience great.

You don't think about AI for AI's sake; you think about how it can remove friction, save people time, and make life better for both our customers and our support specialists.

Responsibilities

: Strategy & Prioritization – Own the roadmap for our CX AI program, deciding what to build, in what order, and why based on customer impact, business value, and implementation effort. AI Workflow Design – Turn our customer support playbooks into AI workflows by designing conversation flows, business rules, and escalation paths that deliver a seamless customer experience at scale. Launch & Optimization – Take new workflows from idea to launch, testing, measuring, and refining them before and after go-live.

Partner with Product, Engineering, and Data when new tools, integrations, or technical capabilities are needed. Performance & Analytics – Own the performance of every live AI workflow by tracking key metrics, identifying opportunities for improvement, and using data to continuously optimize the program. Program Operations – Build the operating system behind our CX AI program, including documentation, QA processes, reporting, and operational best practices.

Requirements

: 2+ years at a top-tier management or strategy consulting fi