Customer Experience Manager, International

5-7+ years in CX operations, enablement, training, QA, or support operations within fast growing, multi market environments. Direct experience supporting or managing CX operations across at least three EMEA markets. Proven success building onboarding programs, managing knowledge bases, designing QA frameworks, and working with BPO partners. Experience supporting automation or conversational AI initiatives strongly preferred. Knowledge of knowledge management platforms (e.g., Zendesk Guide, Guru, Notion, Confluence). Familiarity with support platforms (e.g., Zendesk, Gladly, Gorgias, Intercom, Freshdesk, Salesforce Service Cloud). Experience with QA tools (e.g., MaestroQA, Klaus, Level, custom QA frameworks). Familiarity with LMS platforms and training documentation tools. Working knowledge of automation, chatbots, macros, workflows, and intent tagging. Strong Excel or Google Sheets skills for data analysis.

Design and implement structured onboarding programs for CX agents and BPO partners. Build certification paths and ongoing education programs. Own a centralized, scalable Knowledge Management system. Establish governance for knowledge base updates. Design and operate a robust QA framework across all channels and regions. Lead calibration sessions with internal teams and BPO partners. Partner with Product and Engineering to support automation and conversational AI initiatives. Ensure workflows and content maximize deflection and AI effectiveness. Build and maintain SOPs, workflow maps, and escalation paths. Establish governance for process changes in international CX.