Customer Operations Lead at Elayne

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. 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 cente