CX Operations Manager

Xapply; Schweiz; Remote; CHF 120,000 - 180,000; Full time

Job summary

Xapply is seeking a CX Operations Manager based in Switzerland to lead customer experience operations. This high-impact role builds the systems that help support teams perform at their best, owning knowledge, training, quality, and performance infrastructure.

You will collaborate with BPO leadership, QA teams, and AI specialists to translate customer data into practical improvements across the support organization. The environment is remote, fast-moving, and requires initiative.

Job description

Description:

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a CX Operations Manager based in Switzerland.

This is a high-impact customer experience operations role focused on building the systems that help support teams perform at their best.
You’ll own the knowledge, training, quality, and performance infrastructure that enables consistent and efficient customer interactions.
Working closely with BPO leadership, internal QA teams, and AI specialists, you’ll turn customer data into practical improvements across the support organization.
You’ll combine operational rigor with strong communication skills, creating clear processes and training programs that work across different teams and time zones.
The role offers significant ownership, with the opportunity to improve workflows, strengthen self-service, and identify new automation opportunities.
You’ll also use metrics such as CSAT, NPS, QA, FCR, and AHT to identify recurring issues and drive measurable improvements.
The environment is fully remote, high-trust, fast-moving, and designed for someone who takes initiative and stays several steps ahead.