Customer Experience Operations Manager

Job Summary

A company is looking for a Manager/Senior Manager of Customer Experience Operations.

Key Responsibilities:

• Manage CX team performance across service channels, ensuring adherence to SLAs
• Analyze CX metrics and customer feedback to identify trends and improvement opportunities
• Develop and execute training programs for new and existing team members

Required Qualifications:

• 5+ years of experience in customer service or customer operations roles
• 2+ years of team management experience, preferably in DTC ecommerce and subscription business
• Experience with customer service platforms like Kustomer, Gorgias, Gladly, or Zendesk
• Strong understanding of customer experience metrics and performance measurement
• Proven track record of driving process improvements and operational excellence