{"id":1739661,"url":"https://alion.io/job/gruns-cx-operations-manager","title":"CX Operations Manager","company":{"id":673251,"name":"Gruns","domain":"gruns.com","url":"https://alion.io/company/gruns","size_band":null,"is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Greenhouse","truth_index":null},"role":"Management","role_family":"Management","seniority":"senior","employment_type":null,"work_mode":"remote","remote_scope":"stated_countries","remote_scope_basis":"inferred_company_offices","remote_working_hours":null,"hiring_geo_confidence":"inferred","locations":[],"countries":[],"hiring_countries":["US"],"hiring_countries_total":1,"salary":null,"salary_estimate":{"min_usd":91000,"max_usd":177000,"period":"year","method":"global_role_seniority_cell","sample_n":4431},"experience_years_min":5,"visa_sponsorship":false,"relocation_package":false,"has_equity":true,"technologies":[{"name":"AI Agents","optional":false},{"name":"ChatGPT","optional":false},{"name":"Claude","optional":false},{"name":"Claude Code","optional":false},{"name":"Confluence","optional":false},{"name":"Google Workspace","optional":false},{"name":"Intercom","optional":false},{"name":"Notion","optional":false}],"status":"live","first_seen_at":"2026-10-02T21:53:05Z","employer_posted_date":"2026-10-02","last_verified_at":"2026-10-09T00:16:46Z","board_verified":true,"closed_at":null,"days_open":6,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":6},"description":"We're so happy you're here! Thank you for checking our job out and we hope to have the chance to meet you in our interview process!\nAbout the role\nGrüns is scaling fast, and our customer experience has to scale with it. As CX Operations Manager, you'll own the systems behind how our support team learns, performs, and improves: the knowledge base, training, QA, and the data that shows us where to act next. You'll partner with our BPO leadership and our AI Lead to make every agent sharper and every customer interaction faster and better.\nThis role is part of our remote HQ! We have a fully remote, high-trust work environment - and also come together on a quarterly basis for amazing off-sites where we can connect IRL.\nIn this role, you will:\nOwn our knowledge base as the single source of truth: accurate, organized, easy to use, and audited on a recurring cadence\nDesign and facilitate CX onboarding, training, and continuing education for new and tenured agents, including virtual sessions across time zones, built for every learning style\nDig into CSAT, NPS, QA, FCR, and AHT data to find gaps in workflows and knowledge, then turn them into specific fixes\nPartner with our internal QA team and BPO leadership on calibrations, 1:1 coaching, and performance improvement plans, serving as the liaison between support leadership and agents\nBuild and maintain FAQs and agent macros that drive self-service and agent efficiency\nWork with our AI Lead to identify automation and deflection opportunities, and implement internal tools that improve resolution times and CSAT\nWe're looking for someone who:\nHas 5+ years in Customer Experience, Support Operations, CX Ops, QA, Training, or Knowledge Management\nHas 2+ years in a managerial role, or an equivalent independent-contributor role with real ownership\nHas worked directly with BPO teams\nHas created and maintained documentation (SOPs, macros, help articles, templates) that a frontline team actually uses\nHas mastered analyzing CX performance reporting: CSAT, quality scoring, contact drivers, first response time, and resolution quality\nIs hands-on with a support platform (Gladly, Zendesk, Gorgias, Intercom, Salesforce Service Cloud, or similar), a knowledge tool (Notion, Confluence, Guru, or similar), and QA workflows (scorecards, sampling, calibration)\nIs strong in Google Workspace and builds trackers and reporting in Sheets with ease (pivot tables, filters, structured logs)\nBonus: has used AI tools or built AI agents (Claude, ChatGPT, Claude Code)\nApproach to the role:\nRuns a regimented cadence: sets the rhythm, hits deadlines, and keeps programs moving without reminders\nObsesses over clarity: writes things so anyone can execute them and removes ambiguity wherever it hides\nThinks in patterns: spots repeat issues fast, tags them consistently, and turns them into fixes\nBalances customer-first with policy discipline: empathetic and flexible, but grounded in what we can promise and deliver\nCollaborates without creating drag: brings solutions, not noise\nLeads virtual training with a flexible schedule across time zones, and isn't afraid to take an escalation call when it counts\nOwns the outcome with extreme ownership, with no micromanagement needed and always ten steps ahead\nCompensation & Benefits\nAt Grüns, we're committed to providing a competitive total compensation package-grounded in market data that considers our size, stage, industry, and location. For this role, the base salary range is between $100,000 - $110,000 plus bonus depending on experience.\nBeyond base salary, we offer competitive equity packages and a comprehensive set of benefits designed to support the well-being, growth, and balance of our team.\nA bit about us...\nAt Grüns, we believe that foundational nutrition should be simple and convenient for everyone. We're dedicated to bringing comprehensive and real nutrition to you through our gummies, formulated from 60 nutrient-dense and whole-food ingredients. Simply enjoy a grab-and-go snack pack of gummies daily whenever fits best in your schedule and wherever life takes you.\nLike you, we were disappointed. There’s an infinite number of “nutrition” companies, all focused on what’s best for them - not what’s best for you. Hundreds of products to sell you on, low-quality ingredients, and small nutrient doses. We’ve seen it all.\nSo we decided it was time to fix it. No more choking on and popping pills like a pharmacy. No more clean-up and disgust from gross powders. And no more cobbling together handfuls to dozens of supplements. Grüns is comprehensive nutrition, made convenient and delicious.\nWhat we care about...\nBe the Best: We hold ourselves, our teams, and our partners to an incredibly high standard - and we raise the bar constantly. \"We've never done this before\" isn't an excuse here. It's an invitation.\nOwn It: We act like our name is on the door. That means taking complete ownership of outcomes, collaborating deeply, working through roadblocks - not around them - and never waiting for someone else to solve the problem. Great owners are great partners.\nDrive Impact, Urgently: We measure impact, not effort. We work smart and hard, move fast, and use every tool at our disposal - including AI - to focus our energy where it matters most.\nCompensation & Perks:\nFor every role, we aim to have highly competitive compensation and opportunity for impact and career growth.\nEveryone at Grüns works hard, but we believe in wellness and balance too. We have super strong benefits coverage -- for you and your family, generous PTO, free Grüns, and a few more perks centered around health and well-being that we can't wait to tell you about!","description_format":"text","description_chars":5667,"description_truncated":false,"requirements":{"experience_years_min":5,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":["Equity","Flexible schedule"],"hiring_locations":[{"name":"United States","iso":"US","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":[],"lifecycle":[{"event":"open","at":"2026-10-03T02:13:54Z"}],"visa":[],"liveness":{"score":86,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.86,"p_room":1,"age_days":5,"expected_fill_days":45,"reasons":["conf:1","win:early"],"computed_at":"2026-10-08T05:49:30Z"},"pay":null,"html_url":"https://alion.io/job/gruns-cx-operations-manager","json_url":"https://alion.io/job/gruns-cx-operations-manager.json","meta":{"generated_at":"2026-10-09T01:01:26Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler","counted_by":"address","units_charged":1,"used_today":1595,"day_limit":5000,"remaining_today":3405,"minute_limit":60,"resets_at":"2026-10-10T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":673251},"rest":"https://alion.io/mcp/rest/get_company?id=673251"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fgruns-cx-operations-manager"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fgruns-cx-operations-manager"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fgruns-cx-operations-manager"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/gruns-cx-operations-manager\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fgruns-cx-operations-manager"}]}