CX Operations Manager

We're so happy you're here! Thank you for checking our job out and we hope to have the chance to meet you in our interview process! About the role Grüns is scaling fast, and our customer experience has to scale with it. As CX Operations Manager, you'll own the systems behind how our support team learns, performs, and improves: the knowledge base, training, QA, and the data that shows us where to act next. You'll partner with our BPO leadership and our AI Lead to make every agent sharper and every customer interaction faster and better. This role is part of our remote HQ! We have a fully remote, high-trust work environment - and also come together on a quarterly basis for amazing off-sites where we can connect IRL. In this role, you will: Own our knowledge base as the single source of truth: accurate, organized, easy to use, and audited on a recurring cadence Design and facilitate CX onboarding, training, and continuing education for new and tenured agents, including virtual sessions across time zones, built for every learning style Dig into CSAT, NPS, QA, FCR, and AHT data to find gaps in workflows and knowledge, then turn them into specific fixes Partner with our internal QA team and BPO leadership on calibrations, 1:1 coaching, and performance improvement plans, serving as the liaison between support leadership and agents Build and maintain FAQs and agent macros that drive self-service and agent efficiency Work with our AI Lead to identify automation and deflection opportunities, and implement internal tools that improve resolution times and CSAT We're looking for someone who: Has 5+ years in Customer Experience, Support Operations, CX Ops, QA, Training, or Knowledge Management Has 2+ years in a managerial role, or an equivalent independent-contributor role with real ownership Has worked directly with BPO teams Has created and maintained documentation (SOPs, macros, help articles, templates) that a frontline team actually uses Has mastered analyzing CX performance reporting: CSAT, quality scoring, contact drivers, first response time, and resolution quality Is hands-on with a support platform (Gladly, Zendesk, Gorgias, Intercom, Salesforce Service Cloud, or similar), a knowledge tool (Notion, Confluence, Guru, or similar), and QA workflows (scorecards, sampling, calibration) Is strong in Google Workspace and builds trackers and reporting in Sheets with ease (pivot tables, filters, structured logs) Bonus: has used AI tools or built AI agents (Claude, ChatGPT, Claude Code) Approach to the role: Runs a regimented cadence: sets the rhythm, hits deadlines, and keeps programs moving without reminders Obsesses over clarity: writes things so anyone can execute them and removes ambiguity wherever it hides Thinks in patterns: spots repeat issues fast, tags them consistently, and turns them into fixes Balances customer-first with policy discipline: empathetic and flexible, but grounded in what we can promise and deliver Collaborates without creating drag: brings solutions, not noise Leads virtual training with a flexible schedule across time zones, and isn't afraid to take an escalation call when it counts Owns the outcome with extreme ownership, with no micromanagement needed and always ten steps ahead Compensation & Benefits For every role, we aim to have highly competitive compensation and opportunity for impact and career growth. Everyone at Grüns works hard, but we believe in wellness and balance too. We have super strong benefits coverage -- for you and your family, generous PTO, free Grüns, and a few more perks centered around health and well-being that we can't wait to tell you about!

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