Senior Operations Engineer, CX

🔥 6 minutes ago

🇺🇸 United States – Remote

💵 $120k - $150k / year

⏰ Full Time

🟠 Senior

⚙️ Operations

👻 Ghost score 0%

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Quo

WebsiteLinkedInAll Job Openings

51 - 200 employees

☁️ SaaS

🔥 Funding within the last year

💰 $500k Equity Only on 2025-11

SaaS

Quo is a company that uses the branded short domain try. quo. com, which is configured for link redirection. Public information provided is minimal; the presence of a "try" subdomain and active link redirects suggests Quo operates a web-based product or trial flow and uses branded short links for onboarding, marketing, or distribution of its online service.

📋 Description

• Identify, prioritize, and lead high-impact operational initiatives from discovery through launch, measurement, and iteration • Design, build, deploy, and maintain AI-enabled tools, agents, automations, and workflows for customer support and CX operations • Translate operational processes and policies into system logic, prompts, tools, escalation paths, and human-in-the-loop controls • Connect systems and automate end-to-end workflows using APIs, webhooks, workflow platforms, internal tools, and AI platforms • Build and improve LLM-powered workflows for classification, routing, summarization, troubleshooting, suggested responses, quality assessment, and automated resolution • Partner with frontline teams to identify workflow pain points and develop scalable systems improvements • Collaborate with Product, Engineering, Data, Finance, and other partners to translate operational needs into technical requirements • Troubleshoot integrations, prompts, workflows, and data flows, escalating deeper product or infrastructure issues to Engineering • Define success measures and evaluate AI and automation using resolution rate, accuracy, quality, handle time, escalation rate, customer satisfaction, time savings, and operational efficiency • Create evaluation methods, test cases, and quality controls for workflow failures, edge cases, hallucinations, and unintended customer impact • Proactively identify AI, automation, and systems improvement opportunities • Maintain documentation, runbooks, system logic, and governance practices • Stay current on emerging AI and automation capabilities and identify operational applications • Provide technical guidance and raise systems-thinking and execution standards across CX Operations

🎯 Requirements

• 5+ years of experience in operations engineering, automation, technical operations, solutions engineering, CX systems, RevOps, Marketing Ops, Support Ops, or a related discipline • Demonstrated experience using AI, automation, integrations, or internal tooling to solve meaningful operational problems and ship solutions into real business workflows • Experience owning complex initiatives independently from problem definition through implementation and measurable outcomes • Experience partnering effectively with technical and non-technical stakeholders across multiple functions • Strong systems thinking and ability to translate ambiguous operational problems into clear, scalable solutions • Practical experience with REST APIs, webhooks, authentication, JSON, and system integrations • Strong understanding of modern LLM capabilities, including prompting, tool use, structured outputs, human-in-the-loop workflows, and AI evaluation • Ability to evaluate AI and automation quality, identify failure modes, and use data to determine what to improve or automate next • Strong judgment and decision-making with incomplete information • Strong cross-functional communication skills and ability to communicate with Engineering and operational/business stakeholders • Strong project ownership, prioritization, and follow-through across multiple complex workstreams • Customer-focused mindset • Strong understanding of responsible AI practices, including data privacy, access controls, auditability, evaluation, and human escalation • Experience in customer support, customer operations, or another high-volume operational environment preferred but not required • Python or another scripting language for automation and tooling preferred • SQL, data modeling, or business intelligence experience preferred • Experience with Retool, Zendesk, n8n, Gumloop, Workato, Zapier, Make, or similar platforms preferred • Experience with RAG, data pipelines, monitoring, logging, version control, or production support practices preferred • Experience with CX platforms such as Zendesk, Salesforce, Intercom, Ada, Twilio, or similar systems preferred • Deeper software engineering experience preferred

🏖️ Benefits

• Equity • Extensive medical coverage • Monthly lifestyle stipend • Flexible PTO policy • Remote-first work environment • Opportunities for growth and professional development

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