Senior Manager, Prospect Experience

About The Role:

• Oversee a team of managers and approximately 30 agents.
• Build the strategy, processes, and operating rhythm needed to deliver a fast, empathetic, and high-converting experience.
• Set clear expectations and build onboarding programs, training, and playbooks to drive quality, productivity, and customer satisfaction.

What You’ll Do:

• Partner with QA and Training to ensure consistent, high-quality interactions.
• Build scalable SOPs, reporting frameworks, and processes for the prospect pod.
• Collaborate with Workforce Management on capacity planning and forecasting.

What We’re Looking For:

• 5 to 7 years of experience in senior CX, support, operations, or customer-facing team leadership.
• Comfortable building new teams, processes, and structures in a fast-growing environment.
• Data-driven decision maker who cares deeply about customer experience.