CX Senior Operations Manager

1 week ago


Texas, United States Gympass Full time
About the Role

We are seeking a highly skilled and experienced Senior Operations Manager to join our Customer Experience team in Houston, Texas. As a key member of our team, you will be responsible for establishing and maintaining the highest level of customer satisfaction and operational efficiency.

Key Responsibilities
  • Establish and maintain customer-centric policies, systems, and team structures to ensure exceptional customer experience.
  • Manage various critical aspects of operations, including SLAs, client requirements, team management, productivity management, operations issues, and risk management.
  • Lead the US CX support team, including BPOs and internal teams, to ensure seamless customer service delivery.
  • Provide strategic insights and analytics to drive business decisions and meet dynamic business requirements.
  • Develop and implement effective resource planning and scheduling strategies to optimize call center operations performance.
  • Collaborate with cross-functional teams to ensure alignment and effective communication.
  • Develop and maintain relationships with key stakeholders, including clients and vendors.
  • Stay up-to-date with industry trends and best practices to ensure the team is equipped to deliver exceptional customer experience.
Requirements
  • 5+ years of management experience in contact centers, with a proven track record of delivering exceptional customer experience.
  • 5+ years of BPO management experience, with a strong understanding of operations and customer service delivery.
  • Bachelor's degree or equivalent work experience.
  • Advanced Excel knowledge and experience with MS Suite or Google.
  • Strong analytical, critical thinking, and problem-solving abilities.
  • Excellent communication and presentation skills.
  • Ability to manage and handle data confidentially.
  • Flexibility and willingness to adapt to company changes and growth.
What We Offer

We offer a comprehensive Total Rewards approach that encompasses benefits, compensation, and personal growth opportunities within a high-performance, inclusive, and supportive environment.

Our benefits include:

  • Health, dental, vision, and life insurance.
  • Flexible work arrangements, including a hybrid office/remote structure.
  • A home office stipend and a monthly flexible work allowance.
  • Access to onsite gyms and fitness studios, digital fitness programs, and online wellness resources.
  • Paid time off, including a minimum of 25 days PTO per year and an additional day for each year of tenure.
  • Paid parental leave.
  • Outstanding opportunities for personal and career growth.
About Us

We are a high-growth technology company disrupting the health and wellness space. Our value-based culture of trust, flexibility, and integrity makes this possible every day.

We are committed to creating a diverse work environment and are proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, religion, color, sex, gender identity or expression, sexual orientation, age, non-disqualifying physical or mental disability, national origin, veteran status, or any other basis covered by appropriate law.



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