CX Operations Manager

About the Opportunity
The organization is seeking a CX Operations Manager to oversee and scale the operational systems supporting customer experience performance. In this role, the manager will lead knowledge management, onboarding and training programs, quality assurance workflows, and operational analytics. Working closely with business process outsourcing (BPO) leadership and artificial intelligence initiatives, this position drives agent effectiveness, customer satisfaction, and support efficiency across the team.
This is a full-time, fully remote role based in the United States, featuring quarterly in-person team off-sites.
Key Responsibilities
Own and maintain the knowledge base as the primary source of truth, ensuring it is accurate, well-organized, accessible, and routinely audited.
Design and lead customer experience onboarding, foundational training, and continuing education programs for both new and tenured agents across multiple time zones and learning styles.
Analyze CSAT, NPS, QA, FCR, and AHT metrics to uncover gaps in workflows and knowledge, translating findings into operational solutions.
Partner with internal quality assurance teams and external BPO leadership on calibration sessions, individual coaching, and performance improvement plans, acting as a key liaison between agents and leadership.
Develop and maintain customer FAQs and agent macros to enhance self-service capabilities and team efficiency.
Collaborate with the AI Lead to identify automation and deflection opportunities, implementing tooling to reduce resolution times and elevate CSAT.
Lead virtual training sessions with schedule flexibility across time zones, and handle customer escalation calls when necessary.
Drive operational initiatives independently, maintaining a disciplined cadence, meeting deadlines, and identifying recurring issue patterns to implement structured fixes.
Required Qualifications
5+ years of experience in Customer Experience, Support Operations, CX Operations, QA, Training, or Knowledge Management.
2+ years of experience in a managerial role or an equivalent individual contributor role with significant operational ownership.
Direct experience working alongside and managing workflows with BPO teams.
Demonstrated track record of developing and maintaining operational documentation—including SOPs, macros, help center articles, and templates—that frontline teams actively utilize.
Strong proficiency in analyzing CX performance reporting, such as CSAT, quality scoring, contact drivers, first response time, and resolution quality.
Hands-on experience with customer support platforms (such as Gladly, Zendesk, Gorgias, Intercom, or Salesforce Service Cloud).
Hands-on experience with knowledge management tools (such as Notion, Confluence, or Guru).
Practical experience managing QA workflows, including scorecards, sampling, and calibration.
Advanced proficiency in Google Workspace, with specific expertise in building tracking systems and reporting in Google Sheets using pivot tables, filters, and structured logs.
Preferred Qualifications
Experience using AI tools or building AI agents (such as Claude, ChatGPT, or Claude Code).
Compensation and Benefits
Base salary range: $100,000 – $115,000 per year, commensurate with experience.
Annual performance bonus.
Equity package.
Comprehensive health coverage for employees and dependents.
Paid time off.
Health and wellness perks.

Work arrangement
Yes