Cx Operations Manager

Summary

Join Roadie, a UPS company, as their CX Operations Manager and drive operational excellence across Customer Experience functions. You will lead a team of Operations Specialists, developing and implementing scalable processes to improve efficiency and achieve measurable results. Collaborate with cross-functional teams to align operational processes with organizational goals. The ideal candidate possesses strong project management, process improvement, and leadership skills, along with experience managing high-performing teams in customer-facing operations. This role requires a bias for action and the ability to thrive in a fast-paced environment. Roadie offers a competitive compensation package with excellent benefits.

Requirements

• 3+ years of experience in project management, change management or process improvement roles
• Proven experience managing a high-performing team in operations roles
• Demonstrated expertise in project management, including the ability to manage multiple priorities, deadlines and stakeholders
• Exceptional written and verbal communication skills
• Strong analytical and problem-solving abilities
• Experience working cross-functionally in a collaborative environment
• A bias for action, thriving in a fast-paced, agile environment
• Experience working in operations within customer-facing or CX-focused organizations

Responsibilities

• Develop and implement scalable process enhancements that drive efficiency and produce measurable results
• Lead and develop a team of Operations Specialists to build and enhance processes that support key CX stakeholders
• Collaborate cross-functionally with CX leaders, Technology, Product, and Engineering, to align operational processes with organizational goals and prioritize deliverables
• Define and standardize SOPs across all CX functions to ensure consistency and efficiency
• Implement and track meaningful metrics that monitor success and drive continuous improvement
• Drive change management efforts to help teams adapt to new processes, technologies, and ways of working
• Act as a key point of contact for process improvement initiatives, from inception to completion, oversee planning and execution, and ensuring timely delivery and alignment with goals
• Monitor and report on team performance metrics, project milestones, and outcomes

Preferred Qualifications

Certifications in project management (e.g., PMP, Six Sigma), or process improvement methodologies

Benefits

• Competitive compensation packages
• 100% covered health insurance premiums for yourself
• 401k with company match
• Tuition and student loan repayment assistance
• Flexible work schedule with unlimited PTO
• Monthly 3-day weekends
• Monthly WFH stipend
• Paid sabbatical leave
• The technology you need to get the job done