Description
Join the future of mobility. Help build the platform that's changing how cities move.
NoTraffic is the world’s leading mobility platform, transforming intersections into connected infrastructure that improves flow, boosts safety, and prepares cities for the autonomous era.
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
