Customer Experience Operations Manager

TL;DR

Customer Experience Operations Manager: Manage and optimize the Voice of the Customer (VOC) program operations, focusing on NLP tools, customer feedback ingestion, and data quality. Focus on automating insights delivery, cross-functional collaboration, and ensuring high-quality actionable customer experience insights.

Location: Lisbon, Portugal (onsite)

Company

hirify.global connects businesses with global, AI-enabled talent across contingent work types, facilitating workforce transformation and innovation.

What you will do

• Manage daily operations of NLP vendor and customer feedback ingestion pipelines.
• Enhance and maintain NLP taxonomies and categorization models.
• Monitor data quality metrics and escalate issues proactively.
• Generate recurring feedback reports and maintain stakeholder dashboards.
• Lead automation of insights delivery through alerts and workflows.
• Create training materials to improve organization-wide data literacy.

Requirements

• Location: Must be based in Lisbon, Portugal (onsite)
• Experience managing VOC programs or NLP tools in technology or marketplace environments.
• Proficiency with NLP models, taxonomies, and classification frameworks.
• Strong operational mindset balancing daily management and optimization.
• Excellent communication and teaching skills for non-technical stakeholders.
• Experience with data visualization and automation of insights workflows.

Culture & Benefits

• Work as part of hirify.global’s team with access to resources and growth opportunities.
• Competitive benefits offered by partner during initial employment phase.
• Opportunity to transition to direct employment with hirify.global’s Lisbon hub in the future.
• Commitment to diversity, inclusion, and equitable workforce.