Customer Experience Operations

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Customer Experience Operations Specialist based in India. We are looking for a proactive, highly organized operations professional to improve the end-to-end experience of experts using a digital platform. In this role, you will lead cross-functional initiatives spanning onboarding, customer support, payments, and project matching. You will coordinate teams across Engineering, Operations, Product, and Talent Success to resolve issues, remove bottlenecks, and keep important projects moving forward. By combining structured problem-solving with data-driven insights and AI-powered tools, you will help identify friction points and implement practical solutions. The role offers significant ownership, requiring you to influence stakeholders, manage competing priorities, and deliver results in a fast-paced startup environment. This is an opportunity to shape operational processes, improve expert satisfaction, and make a measurable impact on platform performance.

Own cross-functional initiatives that improve the expert experience across onboarding, support, payments, and project matching. Coordinate stakeholders across Engineering, Operations, Product, Talent Success, and other relevant teams to establish priorities, conduct check-ins, remove blockers, and ensure deadlines are met. Identify recurring challenges and friction points through expert feedback, support tickets, and operational data. Translate findings into clear, prioritized action plans and collaborate with relevant teams to implement effective solutions across time zones. Design, implement, and maintain lightweight processes, dashboards, playbooks, and workflows that improve operational efficiency without unnecessary complexity. Leverage AI tools and automation to streamline repetitive tasks, summarize feedback, document processes, and accelerate project and sprint execution. Monitor workstream progress, identify potential risks, and communicate updates, dependencies, and recommendations clearly to product managers and leadership. Drive continuous improvement by evaluating outcomes, identifying operational gaps, and refining processes to support a better expert experience. Requirements Experience founding or operating a startup, or working in a high-ownership role in operations, product operations, chief-of-staff functions, or a related field. Demonstrated ability to take initiative, manage complex workstreams, and deliver results in a fast-moving environment. Strong cross-functional coordination and stakeholder management skills, with the ability to influence engineers, operators, and other stakeholders without formal authority. Practical proficiency with AI tools, such as Claude, AI agents, and automation platforms, with a strong interest in discovering new ways to improve productivity. Excellent organizational skills, structured thinking, and sound judgment when prioritizing tasks and allocating resources. Clear, concise written and verbal communication skills, including the ability to communicate progress, risks, and action items effectively. Comfort working with ambiguity, adapting to changing priorities, and managing multiple initiatives simultaneously. Preferred: Experience with marketplaces, gig-economy or contractor platforms, customer experience, or talent experience functions. Preferred: Familiarity with SQL, spreadsheets, business intelligence tools, or other methods of analyzing operational data. Preferred: Experience building internal tools, workflows, or automations using no-code platforms or AI-powered tools. Ability to work from India, as this is a full-time internal position restricted to candidates based in India. Benefits Salary: Listed annual compensation range of $35,000–$50,000. Employment type: Full-time internal position. Location: India; candidates must be based in India. Ownership and impact: Opportunity to lead cross-functional initiatives and directly influence the end-to-end expert experience. Technology-driven environment: Daily opportunities to use AI tools and automation to improve workflows and operational efficiency. Professional growth: Exposure to product, engineering, operations, and leadership teams in a dynamic startup environment. Flexibility and benefits: Specific arrangements for remote work, healthcare, paid leave, bonuses, and other benefits were not detailed in the available job description.