CX Operations Manager

Jobgether SRL; España; A distancia; EUR 89.000 - 98.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Base salary $100,000–$110,000

Bonus opportunity

Equity package

Remote-friendly

Healthcare benefits

Generous PTO

Quarterly off-sites

Descripción de la vacante

Jobgether SRL is seeking a CX Operations Manager based in Spain to build and own the systems that empower support teams to excel. You will manage knowledge, training, quality, and performance infrastructure, turning data into practical improvements across the support org.

You'll partner with BPO leadership, QA, and AI specialists to deliver measurable improvements, optimize workflows, and strengthen self-service across time zones in a fully remote, fast-moving environment.

Formación

• 5+ years in Customer Experience, CS Ops, QA, Training, Knowledge Management, or similar.
• 2+ years of management or significant ownership in IC role.
• Direct experience with BPO teams and external support partners.
• Experience creating SOPs, macros, knowledge bases, and templates.
• Strong ability to interpret CX performance reporting (CSAT, QA, FCR, AHT).
• Hands-on with CX platforms (Gladly, Zendesk, Intercom, Salesforce Service Cloud).
• Experience with knowledge bases (Notion, Confluence, Guru).
• Strong Google Sheets skills, pivot tables, trackers.
• Excellent written and verbal communication; organized with multiple stakeholders.

Responsabilidades

• Own and maintain the CX knowledge base as a trusted source of truth.
• Design and deliver onboarding, training, and ongoing education for agents across time zones.
• Adapt training approaches to different learning styles and levels.
• Analyze CX metrics to identify gaps and improvement opportunities.
• Translate insights into improvements to workflows, documentation, and enablement.
• Collaborate with QA and BPO leadership on calibration, coaching, and performance plans.
• Act as liaison between support leadership and frontline agents.
• Build FAQs, macros, templates, and self-service resources.
• Identify automation opportunities with AI tools and internal automation.
• Establish operating cadences and keep CX programs on track.

Conocimientos

Knowledge management

Training programs

QA processes

Data analysis

BPO collaboration

AI tooling familiarity

Google Sheets (Pivot)

Zendesk/Intercom/Service Cloud

Documentation

Communication

Herramientas

Gladly

Zendesk

Gorgias

Intercom

Salesforce Service Cloud

Notion

Confluence

Descripción del empleo

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 Spain.

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.

Accountabilities

• Own and maintain the customer experience knowledge base as a reliable, organized, accessible, and regularly audited source of truth.
• Design and deliver onboarding, training, and continuing education programs for new and experienced support agents, including virtual sessions across multiple time zones.
• Adapt training approaches to different learning styles, experience levels, and operational needs.
• Analyze CX performance metrics including CSAT, NPS, quality scores, first contact resolution, average handle time, contact drivers, and resolution quality to identify gaps and opportunities.
• Translate performance insights into specific improvements to workflows, processes, documentation, and agent enablement.
• Partner with internal QA teams and BPO leadership on calibration sessions, coaching, performance improvement plans, and agent development.
• Act as a key liaison between support leadership and frontline agents, ensuring operational priorities and customer needs are effectively connected.
• Build and maintain FAQs, agent macros, templates, and other resources that improve self-service and agent efficiency.
• Collaborate with the AI Lead to identify automation and customer deflection opportunities and implement internal tools that improve resolution times and customer satisfaction.
• Establish clear operating cadences, maintain deadlines, and keep CX programs moving with minimal oversight.
• Identify recurring customer and operational issues, create consistent tracking systems, and turn patterns into sustainable solutions.
• Balance customer-first thinking with policy discipline, ensuring teams communicate with empathy while remaining aligned with what can be accurately promised and delivered.
• Take ownership of escalations when needed and continuously look for ways to improve the overall customer experience.

Requirements

• 5+ years of experience in Customer Experience, Customer Support Operations, CX Operations, Quality Assurance, Training, Knowledge Management, or a closely related field.
• 2+ years of management experience, or equivalent experience in an independent contributor role with significant ownership and responsibility.
• Direct experience working with BPO teams and external support partners.
• Proven experience creating and maintaining documentation such as SOPs, macros, help articles, templates, and knowledge bases used by frontline teams.
• Strong analytical skills and demonstrated experience interpreting CX performance reporting, including CSAT, quality scoring, contact drivers, first response time, and resolution quality.
• Hands-on experience with customer support platforms such as Gladly, Zendesk, Gorgias, Intercom, Salesforce Service Cloud, or similar systems.
• Experience with knowledge management platforms such as Notion, Confluence, Guru, or comparable tools.
• Familiarity with QA workflows including scorecards, sampling, calibration, and performance coaching.
• Strong Google Workspace skills, particularly Google Sheets, including pivot tables, filters, structured logs, trackers, and reporting.
• Strong written and verbal communication skills, with an ability to make complex processes clear and actionable.
• Highly organized and comfortable managing recurring programs, deadlines, shifting priorities, and multiple stakeholders.
• Customer-first mindset combined with sound judgment, policy discipline, and the ability to make practical decisions.
• Comfortable leading virtual training sessions across different time zones and stepping into escalations when required.
• Strong sense of ownership, initiative, and accountability, with the ability to operate effectively without micromanagement.
• Experience using AI tools or building AI agents with tools such as Claude, ChatGPT, or Claude Code is a plus.

Benefits

• Base salary of $100,000–$110,000, depending on experience.
• Bonus opportunity in addition to base salary.
• Competitive equity package.
• Comprehensive benefits package designed to support well-being, growth, and work-life balance.
• Strong healthcare benefits coverage for employees and families.
• Generous paid time off.
• Wellness and health-focused perks.
• Free access to company products.
• Fully remote, high-trust working environment.
• Quarterly company off-sites for in-person connection and collaboration.
• Opportunities for meaningful ownership, professional growth, and career development.