Senior Manager - Customer Experience Operations

ROLE OVERVIEW

We are looking for a Senior Manager to build a critical middle layer within our CX Operations team. You will act as the operational backbone, overseeing large-scale BPO partner sites, managing multi-location teams, and ensuring that operational excellence is delivered consistently across every customer touchpoint.

KEY RESPONSIBILITIES

• Manage and hold accountability for large-scale BPO/vendor partner operations (1000+ resources

across multiple locations)

• Serve as the key interface between business leadership and BPO partners — govern SLAs,

productivity, and quality

• Drive operational reviews: daily, weekly, and monthly governance cadences with partners and

internal stakeholders

• Identify operational gaps and implement structured improvement plans

• Work closely with the workforce management and resource planning teams to ensure optimal

capaci...