Senior Customer Experience Partner, Operations

Role Overview:

• Lead operational excellence across a global, multi-site customer experience network with a focus on BPO performance and service delivery.
• Translate CX strategy into consistent day-to-day execution using data to identify issues and improve customer outcomes.

Key Accountabilities:

• Serve as the primary operational point of contact for BPO floor leadership across four global partner locations.
• Monitor real-time and historical contact center performance including SLA, AHT, occupancy, and CSAT.
• Hold external partners accountable to contractual expectations while maintaining productive relationships.

Required Experience:

• 8+ years of hands-on experience in CX operations or BPO management within a multi-site or global environment.
• Strong technical fluency in contact center metrics with proven ability to analyze and act on data.
• Hands-on experience with CRM platforms such as Zendesk or Intercom and workforce concepts.

Perks and Benefits:

• Remote-first working culture for US-based employees with option to work in person from a Manhattan office.
• Unlimited paid time off and generous paid parental leave.
• Company-sponsored 401(k) match, learning and wellness stipend, and comprehensive health coverage.