Description
We’re looking for a Customer Experience Operations Manager who will enable and scale customer-facing teams through strong internal training, quality standards, and operational rigor, ensuring customer experience strategy is translated into consistent, high-quality execution across the organization.
The role partners with Product and R&D to distill product updates, technical changes, and insights into clear, actionable guidance for the customer-facing teams.
Your day to day will include:
- Designing, delivering, and continuously improving internal training programs for NOC operations, project managers, and delivery teams
- Serving as the primary CX point of contact for Product and R&D, to distill product updates, technical changes, and insights into clear, actionable guidance for the customer-facing teams.
- Owning agent quality assurance programs, including defining quality metrics, reviewing performance, and driving corrective actions
- Conducting regular process audits to identify gaps, inefficiencies, and compliance issues
- Supporting customer operations by documenting workflows and enabling efficient execution
- Partnering closely with CX leadership to align execution with customer experience goals
- Owning and operationalizing Voice of the Customer (VoC) inputs by collecting, analyzing, and translating customer feedback into training improvements, QA criteria, and process enhancements
Requirements
- 5+ years of experience in similar roles
- Direct experience building and delivering internal training for customer-facing or operational teams
- Practical ownership of agent QA activities, including defining quality standards, reviewing interactions, and coaching teams based on findings
- Hands-on use of customer feedback sources to identify trends and drive training or process changes
- Experience documenting, auditing, and improving operational processes in a live production environment preferably in a scale-up environment, where processes are built and refined on the fly.
- Demonstrated ability to turn ambiguous CX or operational goals into clear, executable training content and standards
- Strong written and verbal communication skills
- Experience using AI or LLM-based tools to improve training content, QA reviews, documentation, customer feedback analysis, or operational workflows
