Head of CX & Operations

About Us Dorsia is at the forefront of hospitality-tech innovation, redefining how the world gains access to the most in-demand restaurants, events, and experiences. By fusing cutting-edge technology with the art of luxury hospitality, we empower our members to secure impossible-to-get reservations while providing operators with unprecedented levels of control, visibility, and revenue optimization. As a fast-growing startup backed by over $50M from top-tier investors including Index Ventures, along with strategic industry partners such as Major Food Group (Carbone, Torrisi, etc.), Groot Hospitality (Casadonna, Papi Steak, etc.), and Gracious Hospitality (COTE, Coqodaq, etc.), we are rapidly expanding our footprint and reshaping the global hospitality landscape with proven expertise. We’re adding exceptional talent to drive our next phase of growth, and that’s where you come in. About the Role We’re looking for a high-impact Head of CX Operations to lead and scale Dorsia’s global support operations. You’ll own the member and restaurant experience end-to-end, managing a distributed team and building the infrastructure that ensures seamless, high-touch service at scale. This is a player-coach role that blends strategic architecture and hands-on leadership – setting standards, solving complex service issues, and partnering cross-functionally to reduce friction across the Dorsia ecosystem. The ideal candidate brings strong operations expertise, a customer-centric mindset, and a bias toward systems, automation, and continuous improvement. What You’ll Do Build a World-Class Ops Strategy: Develop and lead the operations strategy for a complex supply–demand platform by building scalable processes and frameworks that support Dorsia’s growth across new markets and verticals. Lead End-to-End Ops Enablement: Make operations smarter, faster, more consistent, and more scalable by analyzing and optimizing existing operational workflows. Own the Member Experience Playbook - Partner with our Membership team to define and evolve the standards for member and restaurant interactions—tone, resolution paths, escalation protocols, and more. Lead Global Support - Manage our Hospitality Analysts team, including offshore operations in the Philippines, with a strong hospitality-first mindset. Be a Player-Coach - Jump in on key member or restaurant issues when needed, while building up the team’s training, quality, and performance frameworks. Workforce Capacity Planning - Forecast volume, schedule shifts across US, EU, and APAC, and ensure 24/7 coverage through effective workforce management. Design Internal Tools - Build and maintain workflows in Retool, Intercom, Airtable, Zapier, and Notion. Continuously streamline operations through automation. Partner Cross-Functionally - Work with Marketing, Business, Product, and Engineering to identify high-volume support issues and help eliminate them by productizing the solutions. Leverage AI - Drive experimentation and implementation of AI tools to automate repetitive tasks and scale service quality without scaling headcount. Measure Improve - Set and manage SLAs, CSAT/NPS, ticket deflection, and other KPIs. Constantly raise the bar on performance and efficiency. The Winning Recipe Experience 6+ years of experience in Customer Experience, Support Ops, Strategy, or Workforce Management—ideally in high-touch, fast-paced environments. Proven people leadership experience, including managing distributed or offshore teams. Experience scaling processes and operations in a 24/7 or global support context. Skills Strong operational and systems thinking skills to design processes that scale while also solving day-to-day problems. Hands-on experience with Intercom, Retool, Zapier, Airtable, Notion, or similar tools; excitement about automation and AI-enabled operations. Strong analytical and data-driven mindset, and comfort working cross-functionally with Product, Engineering, and Finance ... (truncated, view full listing at source)