Operational Excellence Senior Program Lead

📋 Description

• Own program strategy for broadly scoped CX operations initiatives, translating business problems
• Design and optimize end-to-end CX workflows, from contact entry points and routing logic through
• Partner with Product, Tooling, WFM, Analytics, and Operations to shape queue design, case
• Build and maintain CX standards and governance, including SOPs, playbooks, dashboards, and process
• Drive change management at scale by crafting communications, enablement plans, and feedback loops
• Leverage operational metrics, quality outcomes, CSAT/effort scores, and capacity data to identify

🎯 Requirements

• 7+ years in customer support operations, process improvement, or program management, with a track
• Proven experience designing end-to-end workflows, SOPs, and routing logic across multiple teams
• Demonstrated ability to lead cross-functional programs across 4+ stakeholders (Operations, Product
• Strong data and experimentation mindset with hands-on experience using metrics like CSAT, recontact
• Track record producing structured decision documents, workflow specifications, and executive
• Utilization of generic AI responsibly; maintaining human oversight to deliver business-ready

🎁 Benefits

• Annual base salary range: $130,900 — $154,000 USD
• Total compensation may also include equity and bonus eligibility, and benefits (medical, dental
• Remote-first, but not remote-only company; quarterly in-person working sessions