CX Operations Manager

About this role

About the Opportunity

The organization is seeking a
CX Operations Manager
to oversee and scale the operational systems supporting customer experience performance. In this role, the manager will lead knowledge management, onboarding and training programs, quality assurance workflows, and operational analytics. Working closely with business process outsourcing (BPO) leadership and artificial intelligence initiatives, this position drives agent effectiveness, customer satisfaction, and support efficiency across the team.

This is a full-time, fully remote role based in the United States, featuring quarterly in-person team off-sites.

Key Responsibilities

• Own and maintain the knowledge base as the primary source of truth, ensuring it is accurate, well-organized, accessible, and routinely audited.
• Design and lead customer experience onboarding, foundational training, and continuing education programs for both new and tenured agents across multiple time zones and learning styles.
• Analyze CSAT, NPS, QA, FCR, and AHT metrics to uncover gaps in workflows and knowledge, translating findings into operational solutions.
• Partner with internal quality assurance teams and external BPO leadership on calibration sessions, individual coaching, and performance improvement plans, acting as a key liaison between agents and leadership.
• Develop and maintain customer FAQs and agent macros to enhance self-service capabilities and team efficiency.
• Collaborate with the AI Lead to identify automation and deflection opportunities, implementing tooling to reduce resolution times and elevate CSAT.
• Lead virtual training sessions with schedule flexibility across time zones, and handle customer escalation calls when necessary.
• Drive operational initiatives independently, maintaining a disciplined cadence, meeting deadlines, and identifying recurring issue patterns to implement structured fixes.

Required Qualifications

• 5+ years of experience in Customer Experienc...