Demonstrates strong operational rigor with a data-driven approach to execution, holding teams accountable to performance standards while adapting tactically to shifting priorities and business needs.
Experienced in CX operations and BPO partner management, with hands-on expertise in contact center analytics including SLA, AHT, and occupancy metrics, and a proven track record of driving successful change execution.
Remote-first opportunity for US-based employees with the option to work in-person out of our Manhattan office
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We are seeking a high-energy, results-driven Senior Customer Experience Partner to lead key programs within our Customer Experience Operations team. In this role, you will translate high-level CX strategy into execution across our global, multi-site BPO network, ensuring our teams consistently exceed customer and business expectations.
As a core member of the CX Operations team, you will drive daily operational discipline, interval-by-interval consistency, diagnose complex operational issues, lead cross-site improvement initiatives, and tactical change management across our external partner locations. Working closely with BPO leadership and internal data analysts, you will turn performance metrics into real-time operational adjustments on the floor.
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Lead Day-to-Day BPO Execution: Serve as the primary operational point of contact for BPO floor leadership and supervisors across 4 global partner locations to ensure seamless daily service delivery, governance rhythms, escalation paths, and improvement priorities.
Drive Real-Time Performance Optimization: Partner closely with CX Data Analysts to monitor real-time and historical performance metrics (SLA, AHT, Occupancy, Shrinkage), identify root causes, and execute immediate floor-level corrective and preventative adjustments.
Enforce Vendor Accountability: Manage relationship health and operational accountability with BPO floor supervisors and program managers to review performance against contractual and operating expectations, and leading remediation plans where needed.
Vendor Improvement Planning: Develop and maintain partner improvement plans across service quality, productivity, staffing effectiveness, process adherence, and customer outcomes, with clear milestones and accountability.
Lead Change Management: Make recommendations to leadership to develop the strategy and execute on the floor-level implementation of new processes, tool enhancements, and policy updates, driving agent adoption and compliance.
Champion Automation: Identify and lead opportunities where automation and AI can lead to streamlined processes for customers and agents, as well as improved productivity,
Eliminate Operational Bottlenecks: Investigate interval-level variance patterns and operational friction points across contact centers, translating findings into immediate feedback and corrective actions.
Manage Agent Access & Systems: Oversee user profile permissioning, onboarding setup, and platform access management across our extended multi-site BPO workforce.
Standardize Operational Discipline: Ensure consistent execution of standard operating procedures (SOPs) and servicing standards across all BPO locations.
Bridge Strategy and Floor Execution: Act as the operational feedback loop between frontline BPO floor operations and internal CX leadership to continuously refine customer support workflows based on performance, customer outcomes, or business requirements.
Workforce Planning: Partner with CX leadership on capacity, staffing, and service-level tradeoffs.
What you’ll bring to the team
8+ years of hands-on experience in CX Operations, contact center leadership, or BPO management within a multi-site or global environment.
Direct experience managing BPO floor operations , working closely with external vendor supervisors, team leads, and program managers.
Proven technical fluency in contact center metrics , including…