Senior Customer Experience Partner, Operations

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Senior Customer Experience Partner, Operations based in United States.

This role leads operational excellence across a global, multi-site customer experience network, with a strong focus on BPO performance and service delivery. You will translate CX strategy into consistent day-to-day execution while using data to identify issues, improve performance, and strengthen customer outcomes. The position combines operational leadership, vendor management, workforce planning, analytics, and tactical change management. You will work closely with BPO leaders, CX analysts, and internal stakeholders to respond quickly to performance trends and operational challenges. A key part of the role is driving automation and AI opportunities that can improve productivity and simplify experiences for both customers and agents. This is a remote-first opportunity offering the chance to influence large-scale CX operations in a fast-paced technology environment.

Accountabilities:

• Serve as the primary operational point of contact for BPO floor leadership and supervisors across four global partner locations, ensuring consistent service delivery, governance, escalation management, and execution of improvement priorities.
• Monitor real-time and historical contact center performance, including SLA, AHT, occupancy, shrinkage, and CSAT, and partner with CX Data Analysts to identify root causes and implement corrective actions.
• Hold external partners accountable to contractual and operational expectations while maintaining productive relationships with supervisors, team leads, and program managers.
• Develop and maintain improvement plans covering service quality, productivity, staffing effectiveness, process adherence, and customer outcomes, with clear milestones and ownership.
• Lead floor-level change management for new processes, tools, workflows, and policy updates, ensuring strong adoption and compliance across frontline teams.
• Identify and lead opportunities to use automation and AI to streamline customer and agent processes and improve operational productivity.
• Investigate interval-level performance variations and operational bottlenecks, translating findings into immediate feedback and practical corrective actions.
• Oversee agent onboarding setup, user permissions, and platform access management across the extended multi-site BPO workforce.
• Standardize SOPs, servicing practices, and operational discipline across partner locations.
• Act as the feedback loop between frontline operations and CX leadership, using performance data and customer outcomes to continuously improve support workflows.
• Partner with CX leadership on workforce planning, capacity requirements, staffing decisions, and service-level tradeoffs.

Requirements:

• 8+ years of hands-on experience in CX operations, contact center leadership, or BPO management within a multi-site or global environment.
• Direct experience managing BPO floor operations and working closely with external vendor supervisors, team leads, and program managers.
• Strong technical fluency in contact center metrics, with proven ability to analyze and act on SLA, AHT, occupancy, CSAT, and shrinkage data.
• Demonstrated success leading operational change management and rolling out new tools, processes, workflows, and procedures to large frontline populations.
• Hands-on experience with modern CX technologies and workforce concepts, including CRM platforms such as Zendesk or Intercom, permissioning processes, and ticketing systems.
• Strong vendor management and relationship-building skills, with the ability to establish accountability while maintaining collaborative external partnerships.
• Agile, data-driven problem-solving skills and the ability to make fast, informed decisions during real-time operational performance issues.
• Strong operational rigor, ownership, adaptability, and ability to adjust execution as priorities and business needs evolve.
• Experience in fintech or other fast-paced technology environments is preferred.
• Strong communication and stakeholder management skills, with the ability to connect frontline execution with broader CX strategy.
• Alignment with a values-driven, collaborative, and high-accountability working environment.

Benefits:

• Annual base salary of $91,000-$114,000.
• Additional compensation may include bonus and/or commission awards.
• Remote-first working culture for US-based employees.
• Option to work in person from a Manhattan office.
• Flexible working culture.
• Unlimited paid time off.
• Generous paid parental leave.
• Family support policies.
• Company-sponsored 401(k) match.
• Learning and wellness subscription stipend.
• Employer-sponsored medical, financial, and other benefits.
• Comprehensive health, vision, and dental coverage for employees and dependents, with several fully employer-covered options.
• Incentive programs.
• Opportunities for professional development and career growth.
• Visa sponsorship is not available for this position.