Manager, Customer Experience Operations

Summary

Join Reliance Health as the Manager of Customer Experience Operations and build, run, and optimize the systems and processes supporting our customer support teams. You will design and manage workflows, optimize tooling, monitor key metrics (SLA, CSAT, FCR), and build dashboards. This hands-on role requires collaboration with various teams to streamline processes, improve quality, and drive continuous improvement. You will lead root-cause analysis, propose solutions, and ensure alignment with business goals. Reliance Health offers a remote-first environment, competitive salary and benefits, premium health insurance, unlimited leave, and opportunities for growth and development.

Requirements

• Minimum of 7 years of experience in CX operations, service delivery, or process improvement
• Proven ability to manage systems and tooling (e.g., Zoho CRM Zendesk, Freshdesk)
• Strong analytical skills and comfort working with data, metrics, and reporting tools
• Excellent project management and execution discipline
• Experience driving process improvement in fast-paced, high-volume environments
• Clear communicator and systems thinker
• Customer-centric mindset with a bias for action

Responsibilities

• Design and manage end-to-end support operations workflows and escalations
• Own and optimize support tooling, ticketing systems, and integrations
• Monitor and report on operational metrics (SLA, CSAT, FCR, backlog, etc.)
• Build and maintain dashboards to provide real-time insights to leadership and teams
• Partner with QA, training, and team leads to improve quality and consistency
• Identify and resolve process gaps or inefficiencies that impact customer experience
• Support change management initiatives across the CX function
• Lead root-cause analysis on recurring issues and propose long-term fixes
• Collaborate cross-functionally to ensure CX operations align with business goals

Benefits

• Remote-First Environment
• Competitive Salary and Benefits
• Premium Health Insurance
• Unlimited Leave
• Meaningful Impact
• Collaborative Work Culture
• Growth Opportunities
• Learning & Development Allowance