Partner Operations Manager (Customer Experience)

TL;DR

Partner Operations Manager (Customer Experience): Managing and scaling global customer experience teams through strategic BPO partnerships with an accent on operational efficiency and vendor management. Focus on optimizing support queues, implementing data-driven CX improvements, and leading cross-functional projects to enhance user satisfaction.

Location: Remote. Must be based in Texas, Florida, Georgia, Idaho, Michigan, North Carolina, San Antonio, Spokane, or Washington.

Salary: $76,301–$98,333 (for Washington State outside Seattle)

Company

A fast-growing tech company connecting pet parents with trusted pet care across the US, Canada, Europe, and Australia.

What you will do

• Coach and develop 8-10 individual contributors and supervisors, including the management of outsourcing (BPO) partners.
• Identify and implement efficiency opportunities and process improvements within the CX team.
• Partner with workforce management to organize, prioritize, and schedule work assignments.
• Manage customer request queues to meet and exceed agreed-upon service levels.
• Analyze customer contacts to resolve escalations and improve the overall user experience.
• Act as a liaison between the team and cross-functional groups to launch global initiatives and alignments.

Requirements

• 3-5 years of experience in operations or customer experience.
• 1-2 years of experience leading teams in operations or CX (BPO management is a bonus).
• 1-2 years of experience leading projects from initiation to close.
• Proficiency with Zendesk, Jira, Excel, and/or SQL for data-driven decision making.
• Bachelor's degree or equivalent professional experience.
• Ability to travel domestically and internationally 3-5 times per year.

Culture & Benefits

• Comprehensive benefits package including medical, dental, and vision insurance.
• 401k match and a long-term incentive plan with performance-based cash payouts.
• 4 weeks of PTO.
• Pet-friendly culture with $1000 toward adopting your first dog or cat.
• Commuter benefits and monthly catered lunches.
• Hybrid perks like stocked fridges and regular team activities (in-person and virtual).