CX Operations Manager

📋 Description

• Own and maintain the customer experience knowledge base as a reliable, organized, accessible, and
• Design and deliver onboarding, training, and continuing education programs for new and experienced
• Adapt training approaches to different learning styles, experience levels, and operational needs.
• Analyze CX performance metrics including CSAT, NPS, quality scores, first contact resolution
• Translate performance insights into specific improvements to workflows, processes, documentation
• Partner with internal QA teams and BPO leadership on calibration sessions, coaching, performance

🎯 Requirements

• 5+ years of experience in Customer Experience, Customer Support Operations, CX Operations, Quality
• 2+ years of management experience, or equivalent experience in an independent contributor role with
• Direct experience working with BPO teams and external support partners.
• Proven experience creating and maintaining documentation such as SOPs, macros, help articles
• Strong analytical skills and demonstrated experience interpreting CX performance reporting
• Hands-on experience with customer support platforms such as Gladly, Zendesk, Gorgias, Intercom

🎁 Benefits

• Base salary of $100,000–$110,000, depending on experience.
• Bonus opportunity in addition to base salary.
• Competitive equity package.
• Comprehensive benefits package designed to support well-being, growth, and work-life balance.
• Strong healthcare benefits coverage for employees and families.
• Generous paid time off.