CX Operations Manager

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a CX Operations Manager based in Canada. This is a high-impact customer experience operations role focused on building the systems that help support teams perform at their best. You’ll own the knowledge, training, quality, and performance infrastructure that enables consistent and efficient customer interactions. Working closely with BPO leadership, internal QA teams, and AI specialists, you’ll turn customer data into practical improvements across the support organization. You’ll combine operational rigor with strong communication skills, creating clear processes and training programs that work across different teams and time zones. The role offers significant ownership, with the opportunity to improve workflows, strengthen self-service, and identify new automation opportunities. You’ll also use metrics such as CSAT, NPS, QA, FCR, and AHT to identify recurring issues and drive measurable improvements. The environment is fully remote, high-trust, fast-moving, and designed for someone who takes initiative and stays several steps ahead. Accountabilities: - Own and maintain the customer experience knowledge base as a reliable, organized, accessible, and regularly audited source of truth. - Design and deliver onboarding, training, and continuing education programs for new and experienced support agents, including virtual sessions across multiple time zones. - Adapt training approaches to different learning styles, experience levels, and operational needs. - Analyze CX performance metrics including CSAT, NPS, quality scores, first contact resolution, average handle time, contact drivers, and resolution quality to identify gaps and opportunities. - Translate performance insights into specific improvements to workflows, processes, documentation, and agent enablement.

- Partner with internal QA teams and BPO leadership on calibration sessions, coaching, performance improvement plans, and agent development. - Act as a key liaison between support leadership and frontline agents, ensuring operational priorities and customer needs are effectively connected. - Build and maintain FAQs, agent macros, templates, and other resources that improve self-service and agent efficiency. - Collaborate with the AI Lead to identify automation and customer deflection opportunities and implement internal tools that improve resolution times and customer satisfaction. - Establish clear operating cadences, maintain deadlines, and keep CX programs moving with minimal oversight. - Identify recurring customer and operational issues, create consistent tracking systems, and turn patterns into sustainable solutions. - Balance customer-first thinking with policy discipline, ensuring teams communicate with empathy while remaining aligned with what can be accurately promised and delivered. - Take ownership of escalations when needed and continuously look for ways to improve the overall customer experience. Requirements: - 5+ years of experience in Customer Experience, Customer Support Operations, CX Operations, Quality Assurance, Training, Knowledge Management, or a closely related field. - 2+ years of management experience, or equivalent experience in an independent contributor role with significant ownership and responsibility. - Direct experience working with BPO teams and external support partners. - Proven experience creating and maintaining documentation such as SOPs, macros, help articles, templates, and knowledge bases used by frontline teams. - Strong analytical skills and demonstrated experience interpreting CX performance reporting, including CSAT, quality scoring, contact drivers, first response time, and resolution quality. - Hands-on experience with customer support platforms such as Gladly, Zendesk, Gorgias, Intercom, Salesforce Service Cloud, or similar systems.