CX Operations Manager

Job not on LinkedIn

🔥 14 hours ago

🇺🇸 United States – Remote

💵 $100k - $115k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

⚙️ Operations

👻 Ghost score 14%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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Grüns

WebsiteLinkedInAll Job Openings

51 - 200 employees

Founded 2023

🧘 Wellness

🍽️ Food & Beverage

🏥 Healthcare

Wellness • Food & Beverage • Healthcare

Grüns is a wellness and fitness company that aims to make healthy eating enjoyable and accessible. The company transforms traditional greens supplements, which often have an unappealing taste, into delicious, snackable products that customers can look forward to consuming. With a variety of ingredients that support numerous health benefits, Grüns positions itself as a convenient solution for meeting nutritional needs.

📋 Description

• Own the knowledge base as the single source of truth and audit it regularly • Design and facilitate CX onboarding, training, and continuing education for new and tenured agents • Deliver virtual training sessions across time zones for varied learning styles • Analyze CSAT, NPS, QA, FCR, and AHT data to identify workflow and knowledge gaps • Convert identified gaps into specific operational fixes • Partner with the internal QA team and BPO leadership on calibrations, 1:1 coaching, and performance improvement plans • Liaise between support leadership and agents • Build and maintain FAQs and agent macros to improve self-service and agent efficiency • Identify automation and deflection opportunities with the AI Lead • Implement internal tools to improve resolution times and CSAT • Maintain operating cadence, deadlines, programs, and reporting • Handle escalations when needed

🎯 Requirements

• 5+ years in Customer Experience, Support Operations, CX Ops, QA, Training, or Knowledge Management • 2+ years in a managerial role, or an equivalent independent-contributor role with real ownership • Direct experience working with BPO teams • Experience creating and maintaining documentation such as SOPs, macros, help articles, and templates • Expertise analyzing CX performance reporting, including CSAT, quality scoring, contact drivers, first response time, and resolution quality • Hands-on experience with a support platform such as Gladly, Zendesk, Gorgias, Intercom, Salesforce Service Cloud, or similar • Experience with knowledge tools such as Notion, Confluence, Guru, or similar • Experience with QA workflows including scorecards, sampling, and calibration • Strong Google Workspace skills, including Google Sheets pivot tables, filters, and structured logs • AI tools or AI agent experience is a bonus

🏖️ Benefits

• Competitive equity packages • Strong benefits coverage for employees and families • Generous PTO • Free Grüns • Additional health and well-being perks • Career growth opportunities • Quarterly off-sites