CX Operations Manager

Accountabilities:: Own and maintain the customer experience knowledge base as a reliable, organized, accessible, and regularly audited source of truth. Design and deliver onboarding, training, and continuing education programs for new and experienced support agents, including virtual sessions across multiple time zones. Adapt training approaches to different learning styles, experience levels, and operational needs. Analyze CX performance metrics including CSAT, NPS, quality scores, first contact resolution, average handle time, contact drivers, and resolution quality to identify gaps and opportunities. Translate performance insights into specific improvements to workflows, processes, documentation, and agent enablement. Partner with internal QA teams and BPO leadership on calibration sessions, coaching, performance improvement plans, and agent development. Act as a key liaison between support leadership and frontline agents, ensuring operational priorities and customer needs are effectively connected. Build and maintain FAQs, agent macros, templates, and other resources that improve self-service and agent efficiency. Collaborate with the AI Lead to identify automation and customer deflection opportunities and implement internal tools that improve resolution times and customer satisfaction. Establish clear operating cadences, maintain deadlines, and keep CX programs moving with minimal oversight. Identify recurring customer and operational issues, create consistent tracking systems, and turn patterns into sustainable solutions. Balance customer-first thinking with policy discipline, ensuring teams communicate with empathy while remaining aligned with what can be accurately promised and delivered. Take ownership of escalations when needed and continuously look for ways to improve the overall customer experience. Requirements: 5+ years of experience in Customer Experience, Customer Support Operations, CX Operations, Quality Assurance, Training, Knowledge Management, or a closely related field. 2+ years of management experience, or equivalent experience in an independent contributor role with significant ownership and responsibility. Direct experience working with BPO teams and external support partners. Proven experience creating and maintaining documentation such as SOPs, macros, help articles, templates, and knowledge bases used by frontline teams. Strong analytical skills and demonstrated experience interpreting CX performance reporting, including CSAT, quality scoring, contact drivers, first response time, and resolution quality. Hands-on experience with customer support platforms such as Gladly, Zendesk, Gorgias, Intercom, Salesforce Service Cloud, or similar systems. Experience with knowledge management platforms such as Notion, Confluence, Guru, or comparable tools. Familiarity with QA workflows including scorecards, sampling, calibration, and performance coaching. Strong Google Workspace skills, particularly Google Sheets, including pivot tables, filters, structured logs, trackers, and reporting. Strong written and verbal communication skills, with an ability to make complex processes clear and actionable. Highly organized and comfortable managing recurring programs, deadlines, shifting priorities, and multiple stakeholders. Customer-first mindset combined with sound judgment, policy discipline, and the ability to make practical decisions. Comfortable leading virtual training sessions across different time zones and stepping into escalations when required. Strong sense of ownership, initiative, and accountability, with the ability to operate effectively without micromanagement. Experience using AI tools or building AI agents with tools such as Claude, ChatGPT, or Claude Code is a plus. 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. Wellness and health-focused perks. Free access to company products. Fully remote, high-trust working environment. Quarterly company off-sites for in-person connection and collaboration. Opportunities for meaningful ownership, professional growth, and career development.