Cx Strategy Specialist

• Lead initiatives to enhance customer satisfaction by optimizing support processes, launching new products, and gathering feedback from customers and agents
• Act as the CX Operations liaison to Product and Engineering teams, ensuring the customer voice is integrated into product and process decisions
• Own end-to-end execution of product readiness, including launch documentation, post-mortems, and stakeholder communication
• Identify and resolve gaps in process and operational readiness to reduce customer and agent friction
• Foster strong internal relationships to develop agent feedback loops, support change management efforts, and ensure process documentation remains current

• 4-5+ years of relevant experience in operations, strategy, or customer experience, with a strong ability to manage large-scale initiatives independently
• Ability to build relationships and collaborate across multiple teams to influence decisions and execute on priorities
• Exceptional organizational and project management skills with attention to detail and comfort navigating ambiguity
• Strong analytical skills, with proficiency in data interpretation to inform business decisions
• SQL knowledge is a plus
• Preference for Active FINRA licenses and supervisory licenses (e.g., 7, 63, 9/10, 24) or willingness to obtain where functionally necessary

SQL knowledge is a plus

• Performance-driven compensation with multipliers for outsized impact, bonus programs, equity ownership, and 401(k) matching
• 100% paid health insurance for employees with 90% coverage for dependents
• Lifestyle wallet — a highly flexible benefits spending account for wellness, learning, and more
• Employer-paid life & disability insurance, fertility benefits, and mental health benefits
• Time off to recharge including company holidays, paid time off, sick time, parental leave, and more
• Exceptional office experience with catered meals, events, and comfortable workspaces