CX Operations Manager

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

📋 Description

• Manage the knowledge base as the definitive resource and perform regular audits

• Design and lead CX onboarding, training, and ongoing education for both new and experienced agents

• Conduct virtual training sessions across various time zones tailored for different learning styles

• Evaluate CSAT, NPS, QA, FCR, and AHT data to uncover workflow and knowledge deficiencies

• Transform identified deficiencies into targeted operational solutions

• Collaborate with the internal QA team and BPO leadership on calibration sessions, one-on-one coaching, and performance enhancement plans

• Act as a liaison between support leadership and agents

• Develop and maintain FAQs and agent macros to enhance self-service options and agent productivity

• Recognize opportunities for automation and deflection in collaboration with the AI Lead

• Deploy internal tools to boost resolution times and CSAT scores

• Sustain operational cadence, meet deadlines, manage programs, and oversee reporting

• Address escalations as necessary

⛳️ Requirements

• Over 5 years of experience in Customer Experience, Support Operations, CX Operations, QA, Training, or Knowledge Management

• At least 2 years in a managerial position, or an equivalent independent-contributor role with significant responsibility

• Direct experience collaborating with BPO teams

• Proven track record in creating and maintaining documentation such as SOPs, macros, help articles, and templates

• Proficient in analyzing CX performance metrics, including CSAT, quality scoring, contact drivers, first response time, and resolution quality

• Practical experience with support platforms like Gladly, Zendesk, Gorgias, Intercom, Salesforce Service Cloud, or similar

• Familiarity with knowledge management tools such as Notion, Confluence, Guru, or similar

• Experience with QA processes including scorecards, sampling, and calibration

• Strong skills in Google Workspace, particularly in Google Sheets with pivot tables, filters, and structured logs

• Experience with AI tools or AI agents is a plus

🏝️ Benefits

• Competitive equity packages

• Comprehensive benefits coverage for employees and their families

• Generous paid time off (PTO)

• Complimentary Grüns

• Additional health and wellness benefits

• Opportunities for career advancement

• Quarterly off-site events