Customer Experience & Strategy Lead

About Handshake AI

Handshake 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 Role

We’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 Capabilities

• 2-4 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.

Perks

Handshake 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 bonuses

Explore our mission, values, and comprehensive US benefits at joinhandshake.com/careers.