Our company is in a period of growth, focused on refining the customer experience to provide genuine value. The Customer Experience Operations team plays a critical role in this, ensuring our strategies are seamlessly executed on the ground.

Requirements

Minimum of 5 years in customer experience operations or related fields.
Proven expertise in designing and implementing training programs for operational teams.
Hands-on experience managing quality assurance processes, from setting standards to conducting performance reviews.
Familiarity with leveraging direct customer feedback to inform training and process improvements.
Experience in documenting and refining workflows within a fast-paced operational environment.
Ability to transform complex CX objectives into straightforward, actionable training materials.
Strong communication skills, both written and verbal, to bridge departments effectively.
Experience employing AI tools to enhance training, QA processes, or workflow efficiencies.

Benefits

Competitive salary plus performance-based bonuses.
Comprehensive health benefits, including mental health support.
Flexible work arrangements and generous vacation policy.
Opportunities for professional development and further training.
A collaborative environment where your insights directly influence operations.

You’ll Be a Great Fit If...

You thrive in situations where you can define clarity from ambiguity, particularly in customer experience challenges.
Data-driven decision-making feels natural to you, particularly when it involves interpreting customer feedback.
Your approach to coaching others balances directness with empathy, fostering growth while holding teams accountable.
You're comfortable navigating cross-functional relationships, understanding that collaboration is key to operational success.
Continuous improvement isn’t just a goal; it’s your default mindset, and you enjoy refining processes as you learn.

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Customer Experience Operations Lead