CX Enablement – Operations Manager

This is a fully remote position, open to applicants in Spain.

📋 Description

• Take charge of the Help Centre and establish standards for internal support documentation, including macros, workflows, and SOPs.

• Oversee the onboarding and ramp frameworks while determining training priorities.

• Ensure that knowledge content remains accurate, up-to-date, and easily applicable for the team.

• Manage the QA framework and standards throughout the CX function.

• Supervise a QA Analyst and translate quality findings into actionable improvements.

• Establish standards for CX tooling and configure Zendesk, including routing, triggers, automations, and escalation logic.

• Spearhead the rollout and governance of AI-assisted support and moderation workflows.

• Manage intent, sentiment, and feedback taxonomies.

• Monitor the performance of automation and determine when modifications, safeguards, or rollbacks are necessary.

• Oversee CX operational dashboards and reporting standards.

• Represent CX systems and enablement in collaborative efforts with Product, Tech, Data, and Operations.

⛳️ Requirements

• 3–5+ years of experience in CX Operations, Support Operations, or Enablement, or a similar role.

• Strong practical experience with Zendesk, including configuration, workflows, routing, and reporting.

• Proven experience in leading automation or tooling initiatives in an operational setting.

• Experience in managing or coaching team members.

• Strong understanding of CX operations and customer-facing workflows.

• Ability to design, test, and conduct QA on automation and AI-assisted workflows.

• Systems-oriented thinker with a strong focus on execution discipline and attention to detail in quality- and risk-sensitive environments.

• Data literate and comfortable working with dashboards and operational metrics.

• Clear communicator and effective people manager, capable of influencing peers and stakeholders.

• Proficient in English is required.

🏝️ Benefits

• Comprehensive health and wellness benefits.

• Opportunities for professional development and career advancement.

• Flexible work arrangements to promote work-life balance.