Head of CX Ops

Head of CX OperationsDepartment: Customer Experience Reports to: EVP, Clinical Integrations & Customer Outcomes Location: Santa Barbara, CA (in-office)About Intake BreathingIntake Breathing is a DTC health and wellness company helping people breathe better through our premium magnetic nasal dilator. Our customers don't just buy a product. They adopt a practice that transforms their sleep, recovery, and daily life. The post-sale experience is where that transformation either takes root or falls apart, which is why this role exists.We're a small, focused team that believes great systems and thoughtful tooling are how modern companies deliver world-class customer experiences. Everyone here has real ownership, real scope, and the freedom to build.The RoleWe're hiring a Head of Customer Experience Operations to lead our Customer Care function as we shape its next chapter. This role is built for an ambitious, hands-on mid-career operator who wants the scope and autonomy of running a department while staying close to the work, someone who is just as energized by shipping a new automation as they are by coaching their team.Intake is experiencing unprecedented growth, and this role grows with it. You'll report directly to our EVP of Clinical Integrations & Customer Outcomes and execute against a clear vision: turn post-sale customer interactions into the highest-leverage engine for retention, revenue rescue, and brand love in the business. You'll own the systems, processes, tooling, and the team that makes it happen, and you'll set the bar for what a customer conversation at Intake looks like by being one of the best practitioners yourself.This is an in-office role at our Santa Barbara headquarters. Being on-site with the team and cross-functional partners is core to how this role operates.What You'll OwnThe systems and architecture. You'll design and continuously refine the technical backbone of customer experience: help desk configuration, routing logic, macros, knowledge bases, integrations between Shopify/Amazon/HubSpot and our support stack, customer data flows, and reporting. You see CX infrastructure as a product you ship to your team, and you iterate on it constantly.The AI tooling layer. You're genuinely excited about where AI is going and eager to put it to work. You prototype, evaluate, and deploy AI tools (agents, copilots, classification systems, voice-of-customer mining, automated response drafting) on your own initiative. You believe great AI tooling is one of the most powerful ways to deliver exceptional customer experiences at scale, and you'll be the person making that real here.Voice of Customer as a strategic asset. Every ticket, review, DM, and call contains a signal. You'll build the systems that capture it, structure it, surface it, and route it to the people who can act on it: product, marketing, clinical, operations, leadership. At a company our size, the CX function is one of our most valuable listening posts, and you'll make sure that signal actually moves the business.Revenue rescue and retention. You personally are the gold standard for handling the hard conversations: the churn risk, the refund request, the subscriber on the edge. You document what works, train your team on it, and build the playbooks and tooling that let everyone operate at that level. Saved revenue and retained subscribers are core metrics you own.The team. You'll lead and shape our Customer Care team. You're a player-coach, in the queue regularly, and leading by example. You'll set the hiring bar, performance standards, and culture, and you'll think carefully about how to scale impact through better systems as much as through people.Process and optimization. You're tireless about this. Cycle times, first-contact resolution, CSAT, contact rate per subscriber, cost per contact, deflection rate. You know your numbers cold, and you move them every month.What We're Looking ForReal CX or support operations experience, ideally in DTC, subscription, or health/wellness. We care most about what you've built and shipped.A track record of building or evolving a CX function, not just running one someone else designedHands-on fluency with modern CX stacks (Gorgias, Zendesk, Kustomer, Intercom, or similar) and e-commerce platforms (Shopify, Amazon Seller Central)Genuine enthusiasm for AI tooling. You can talk specifically about agents, prompts, evals, and where each fits in a CX workflow, and you've shipped real things, not just read about themTechnical fluency to build, prototype, and automate (Lovable, Claude Code, no-code/low-code tools, API integrations, Zapier/Make, scripting a plus)Startup instincts: comfortable with ambiguity, fast decisions, and building things from scratchStrong opinions about what great post-sale customer experience feels like, and the writing and conversational skills to demonstrate it personallySubscription business experience is strongly preferred. You understand the unit economics of retention.Based in or willing to relocate to the Santa Barbara areaWhy This RoleYou'll have full ownership of a function at a company small enough that your work is visible and consequential every single day. You'll work directly with senior leadership, including the EVP of Clinical Integrations & Customer Outcomes, who is genuinely engaged in the operational work. You'll sit inside a function that explicitly ties customer experience to clinical outcomes, which means your work compounds beyond support metrics into the real-world impact our product has on people's health. The systems you build here will define how Intake scales.