Customer Operations Lead

Elayne is hiring a Customer Operations Lead to own the post-loss family experience and harden the operating system behind it.

This is a senior, hands-on, user-facing operations role for someone who can operate at the intersection of family experience, product operations, service design, legal and financial process mapping, and AI-enabled workflow automation.

This is not a traditional customer success, account management, or support role. It is also not a back-office CS Ops role. You will work directly with families, understand where the experience is confusing or emotionally difficult, and translate those insights into workflows, service standards, product requirements, escalation paths, and automation opportunities that help Elayne scale.

This role will report to the CEO and work closely with Growth, Product, Engineering, and external professional partners.

Why this role matters

Estate settlement is complicated, but it is not unknowable. Beneath the emotional complexity are patterns, rules, decision points, and recurring moments where users struggle. Elayne’s opportunity is to understand those patterns deeply enough to turn a confusing process into a guided, scalable system.

This role sits at the center of that work. You will be close enough to users to understand what they actually need, and structured enough to translate those insights into workflows, service standards, escalation paths, product requirements, and automation opportunities.

The goal is not to solve every case as a one-off. The goal is to identify the branches that matter, systematize the repeatable work, and make sure humans are present for the moments that require judgment, empathy, and trust. Done well, every family we support makes Elayne smarter, more consistent, and more capable of delivering care at scale.

What you’ll build

As Elayne’s Customer Operations Lead, you will turn the family experience into an operating model the company can trust, improve, and scale.

• A service model families can rely on

You will define how Elayne shows up for families across the estate settlement journey: what we explain, when we intervene, how we set expectations, and how we create confidence in moments that are confusing or high-stakes.

• A decision architecture for complex workflows

You will help break estate settlement into clearer branches, rules, handoffs, and escalation points, so the team is not reinventing the process case by case. The goal is to turn complexity into a system that is understandable for families and usable by the company.

• A product feedback loop rooted in user feedback

You will translate what happens with families into sharper product priorities: where the experience breaks down, where software should do more, where AI can reduce manual work, and where human touch still matters.

• A customer operations function built for leverage

Over time, you will build the foundation for the function itself: the standards, training, quality bar, metrics, and operating rhythms that allow Elayne to support more families without scaling headcount linearly or losing trust.

How we work

We are a small, high-trust team. We care deeply about the people we serve, but we are not precious about process. We move very quickly, communicate directly, and hold a high bar for the quality of the experience we deliver.

The work here is highly collaborative. The best ideas often come from being close to the details: a family conversation, a product gap, an operational edge case, or a partner need. We expect people to take ownership of outcomes, pull in the right teammates, and turn what they learn into better systems for everyone.

Location and expectations

This is a full-time role based with the rest of the team in New York City.

This is not a passive 9-to-5 role. We are not looking for performative intensity, but want to be upfront that there will be moments when families, partners, or internal priorities require responsiveness outside typical working hours. The righ