Senior Customer Experience Partner, Operations
New
J
JobgetherCustomer Experience
Based in United StatesFull-TimeSenior
SalaryAnnual base salary of $91,000–$114,000. Additional compensation may include bonus and/or commission awards.
Apply NowOpens the employer's application page
Job Details
- Experience
- 8+ years of hands-on experience in CX operations, contact center leadership, or BPO management
- Required Skills
- Data AnalysisChange ManagementZendesk
Requirements
- 8+ years of hands-on experience in CX operations, contact center leadership, or BPO management within a multi-site or global environment.
- Direct experience managing BPO floor operations and working closely with external vendor supervisors, team leads, and program managers.
- Strong technical fluency in contact center metrics, including SLA, AHT, occupancy, CSAT, and shrinkage.
- Demonstrated success leading operational change management and rolling out new tools, processes, workflows, and procedures.
- Hands-on experience with modern CX technologies and workforce concepts, including CRM platforms like Zendesk or Intercom.
- Experience with permissioning processes and ticketing systems.
- Strong vendor management and relationship-building skills.
- Agile, data-driven problem-solving skills with the ability to make fast decisions during real-time operational issues.
- Strong operational rigor, ownership, and adaptability.
- Experience in fintech or fast-paced technology environments is preferred.
- Strong communication and stakeholder management skills.
Responsibilities
- Serve as the primary operational point of contact for BPO floor leadership and supervisors across four global partner locations.
- Monitor real-time and historical contact center performance, including SLA, AHT, occupancy, shrinkage, and CSAT.
- Hold external partners accountable to contractual and operational expectations while maintaining productive relationships.
- Develop and maintain improvement plans covering service quality, productivity, staffing effectiveness, and process adherence.
- Lead floor-level change management for new processes, tools, workflows, and policy updates.
- Identify and lead opportunities to use automation and AI to streamline customer and agent processes.
- Investigate interval-level performance variations and operational bottlenecks.
- Oversee agent onboarding setup, user permissions, and platform access management.
- Standardize SOPs, servicing practices, and operational discipline across partner locations.
- Partner with CX leadership on workforce planning, capacity requirements, and staffing decisions.
View Full Description & ApplyYou'll be redirected to the employer's site
