CX Operations Manager
New
J
JobgetherCustomer experience
Based in United Kingdom, virtual sessions across multiple time zonesFull-TimeManager
SalaryBase salary of $100,000–$110,000, depending on experience. Bonus opportunity in addition to base salary. Competitive equity package.
Apply NowOpens the employer's application page
Job Details
- Experience
- 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.
- Required Skills
- Quality AssuranceGoogle SheetsGoogle WorkspaceZendesk
Requirements
- Have 5+ years of experience in Customer Experience, Customer Support Operations, CX Operations, Quality Assurance, Training, Knowledge Management, or a closely related field.
- Have 2+ years of management experience, or equivalent independent-contributor experience with significant ownership and responsibility.
- Have direct experience working with BPO teams and external support partners.
- Have experience creating and maintaining SOPs, macros, help articles, templates, and knowledge bases for frontline teams.
- Have experience interpreting CX performance reporting, including CSAT, quality scoring, contact drivers, first response time, and resolution quality.
- Have hands-on experience with customer support platforms such as Gladly, Zendesk, Gorgias, Intercom, or Salesforce Service Cloud.
- Have experience with knowledge-management platforms such as Notion, Confluence, or Guru.
- Be familiar with QA workflows including scorecards, sampling, calibration, and performance coaching.
- Have strong Google Workspace skills, particularly Google Sheets, including pivot tables, filters, structured logs, trackers, and reporting.
- Be comfortable leading virtual training sessions across time zones and stepping into escalations when required.
Responsibilities
- Own and maintain the customer experience knowledge base as an organized, accessible, regularly audited source of truth.
- Design and deliver onboarding, training, and continuing education programs for support agents, including virtual sessions across time zones.
- Analyze CX performance metrics, contact drivers, and resolution quality to identify gaps and opportunities.
- Translate performance insights into improvements to workflows, processes, documentation, and agent enablement.
- Partner with internal QA teams and BPO leadership on calibration, coaching, performance improvement plans, and agent development.
- 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.
- Establish operating cadences, maintain deadlines, and keep CX programs moving with minimal oversight.
- Track recurring customer and operational issues and turn patterns into sustainable solutions.
- Take ownership of escalations when needed and look for ways to improve the customer experience.
View Full Description & ApplyYou'll be redirected to the employer's site
