CX Operations Manager

Grüns · via MktoJobs

💰 $100,000 - $115,000/yr 🌎 Remote ⌛ Posted 13 days ago

Own the knowledge base as the single source of truth and audit it regularly
Design and facilitate CX onboarding, training, and continuing education for new and tenured agents
Deliver virtual training sessions across time zones for varied learning styles
Analyze CSAT, NPS, QA, FCR, and AHT data to identify workflow and knowledge gaps
Convert identified gaps into specific operational fixes
Partner with the internal QA team and BPO leadership on calibrations, 1:1 coaching, and performance improvement plans
Liaise between support leadership and agents
Build and maintain FAQs and agent macros to improve self-service and agent efficiency
Identify automation and deflection opportunities with the AI Lead
Implement internal tools to improve resolution times and CSAT
Maintain operating cadence, deadlines, programs, and reporting
Handle escalations when needed

5+ years in Customer Experience, Support Operations, CX Ops, QA, Training, or Knowledge Management
2+ years in a managerial role, or an equivalent independent-contributor role with real ownership
Direct experience working with BPO teams
Experience creating and maintaining documentation such as SOPs, macros, help articles, and templates
Expertise analyzing CX performance reporting, including CSAT, quality scoring, contact drivers, first response time, and resolution quality
Hands-on experience with a support platform such as Gladly, Zendesk, Gorgias, Intercom, Salesforce Service Cloud, or similar
Experience with knowledge tools such as Notion, Confluence, Guru, or similar
Experience with QA workflows including scorecards, sampling, and calibration
Strong Google Workspace skills, including Google Sheets pivot tables, filters, and structured logs
AI tools or AI agent experience is a bonus

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