Customer Experience Manager

Role Overview

• Serve as the primary point of contact for the external CX and Tier 1 and 2 Technical support vendor (S), ensuring alignment on performance expectations, quality standards, and compliance with documented operational procedures.
• Lead the end-to-end Response Management process, including root cause analysis, documentation quality, escalation coordination, and timely resolution to maintain a high customer experience standard.
• Partner with the vendor to develop, implement, and continuously refine standardized training, certification, and quality assurance processes for CX agents.
• Hold the vendor accountable to SLA, QA, CSAT, and accuracy targets, escalating risks proactively.
• Own recurring performance reporting for CX and Technical Support operations, leveraging ThoughtSpot to identify trends, assess performance drivers, and identify opportunities for improvement.
• Manage and interpret CX and Technical Support data to uncover patterns in customer behavior, agent performance, and systemic root causes.
• Translate insights into structured recommendations for Product, Engineering, QA, and Operations to support roadmap decisions and workflow improvements.
• Maintain clear visibility into vendor operational health and highlight risks before they become problems.
• Develop, document, and maintain CX and technical support related standard operating procedures for agent workflows, incident handling, quality reviews, and escalation pathways.
• Ensure all process updates follow rigorous change management and document control practices to maintain operational reliability and compliance.
• Work cross-functionally with Product, Engineering, QA, and Operations teams to evaluate tools, refine workflows, update training materials, and collaborate with a direct supervisor on continuous improvement initiatives.
• Lead operational readiness for new products, features, and processes by ensuring vendor and internal teams are aligned and equipped.

Requirements

• Bachelor's degree in Business, Operations, Analytics, or a related field
• 4+ years of experience in CX operations, vendor management, service delivery, or a related operational function in a fast-paced, data-driven environment.
• 3+ years of experience managing third party vendor relationships in customer experience, tier 1 and tier 2 technical support, and other operational functions, while driving accountability through metrics and structured feedback.
• Strong analytical skillset with proficiency in Google Sheets, Jira, and ThoughtSpot (or equivalent BI tools).
• Experience designing and improving operational processes using data, stakeholder input, and structured problem-solving.
• Familiarity with change management and document control practices in operational or technical environments.
• Strong communication skills, with the ability to convey complex data and operational issues and recommendations to diverse audiences.
• Ability to occasionally work evenings, weekends, and holidays when operational demands require.
• International Travel to visit vendor site(s) once a quarter is expected.
• Preferred Experience, Qualifications, and Skills:
• Experience guiding the setup, operation, and management of contact center solutions.
• Experience working with third-party vendors or remote teams.

Benefits

• Offers Equity