Senior Customer Experience Partner, Operations

📋 Description

• Serve as the primary operational point of contact for BPO floor leadership and supervisors across
• Monitor real-time and historical contact center performance and implement corrective actions
• Hold external partners accountable to contractual and operational expectations
• Develop and maintain improvement plans for service quality, productivity, staffing effectiveness
• Lead floor-level change management for new processes, tools, workflows, and policy updates
• Identify and lead opportunities to use automation and AI to streamline processes and improve

🎯 Requirements

• 8+ years of hands-on experience in CX operations, contact center leadership, or BPO management in a
• Direct experience managing BPO floor operations with external vendors
• Strong technical fluency in contact center metrics (SLA, AHT, occupancy, CSAT, shrinkage)
• Demonstrated success in operational change management
• Hands-on experience with CRM platforms such as Zendesk or Intercom
• Strong vendor management and relationship-building skills

🎁 Benefits

• Annual base salary of $91,000–$114,000
• Additional compensation may include bonus and/or commission
• Remote-first working culture for US-based employees
• Option to work in person from a Manhattan office
• Flexible working culture
• Unlimited paid time off