Lead and motivate CX team to meet quality, productivity, and customer satisfaction goals.
Leverage data to identify insights and improvement opportunities.
Partner with CX leadership to identify bottlenecks and trends.
Translate metrics into impact-driven improvement recommendations.
Collaborate with CX teams (P&C, QA, Ops) to surface trends for the CX Delivery Team.
Set and sustain high quality standards for the team.

🎯 Requirements

3-5 years in operations, CX, or CS at scale with live support.
2-4 years people management (15+ staff), experience with performance management.
Data-driven; skilled in Google Sheets, Looker, Metabase.

🎁 Benefits

We’re a remote-first company
Health insurance via Aetna (medical/dental) and MetLife (vision)
401K plan (ADP)
Lifestyle Spending Account for health, wellness, and family care
Monthly co-working space stipend
Flexible PTO

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