CX Operations Lead — Remote, KPI-Driven Impact

Cookunity; Buenos Aires; Híbrido; ARS 133.982.000 - 178.643.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Get paid in USD

Remote-friendly

15 days vacation

Healthcare stipend

Sabbatical after 5 years

Paid family leave

Wellness and learning perks

Descripción de la vacante

CookUnity is seeking an Assistant Manager to oversee the Customer Experience team and support the development of supervisors. You will manage 4–6 supervisors, oversee daily CX operations, and ensure SLAs and CSAT targets are met.

This hybrid role requires evenings and weekends, with a schedule of 2 PM–10 PM EST and occasional weekend coverage. You will collaborate with People and Talent teams to hire, coach, and implement PIPs, driving high eNPS and low churn.

Formación

• Outstanding level of English (oral and written) with effective communication skills.
• At least 5+ years of experience in customer support management with KPI track record (SLA, CSAT, retention).
• Experience leading a team including workforce management and talent development.
• Experience implementing Performance Improvement Plans (PIPs).
• Strong data analysis skills and proficiency with spreadsheets and BI tools to drive insights.

Responsabilidades

• Oversee a team of 4–6 supervisors, ensuring development, productivity and project delivery.
• Conduct regular performance evaluations and coaching to enhance team effectiveness.
• Manage payroll, PTO, and sick requests to maintain CX operations.
• Improve eNPS and employee engagement through initiatives.
• Forecast staffing needs and develop workforce management tools aligned with KPIs.

Conocimientos

English fluency

KPI management

People management

Data analysis

Forecasting

Workforce planning

PIP management

Herramientas

Excel

Google Sheets

Tableau

Descripción del empleo

CookUnity is seeking an Assistant Manager to oversee the Customer Experience team and support the development of supervisors. You will manage 4–6 supervisors, oversee daily CX operations, and ensure SLAs and CSAT targets are met.

This hybrid role requires evenings and weekends, with a schedule of 2 PM–10 PM EST and occasional weekend coverage. You will collaborate with People and Talent teams to hire, coach, and implement PIPs, driving high eNPS and low churn.