Customer Experience Operations Manager
Job Summary
Owning the systems that enhance customer support performance, the full-time remote Customer Experience Operations Manager will manage the knowledge base, design training programs, and analyze performance data to improve workflows and agent efficiency.
Key responsibilities
- Own and maintain the knowledge base as the primary resource for support agents
- Design and facilitate onboarding and ongoing training for customer experience agents across time zones
- Analyze customer satisfaction and performance metrics to identify and implement improvements in workflows
Required qualifications
- 5+ years of experience in Customer Experience, Support Operations, or related fields
- 2+ years in a managerial or equivalent role with ownership of projects
- Experience working directly with BPO teams
- Proficiency in support platforms and knowledge management tools
- Strong analytical skills with experience in CX performance reporting
Complete Job Description
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