Associate Manager, CX Workforce Operations

Warby Parker; Nashville (TN); On-site; USD 90,000 - 120,000; Full time

Job summary

Warby Parker is seeking an Associate Manager, CX Workforce Operations to elevate our customer experience workforce operations. You will own workforce analytics, support partner performance governance, and drive CRM routing design and testing.

You will partner with leadership to build smarter routing, improve first-contact resolution, and ensure staffing aligns with service levels. The role blends analytics with hands-on process optimization in a fast-paced environment.

Qualifications

• 3+ years of professional experience in customer service operations and performance analytics.
• Proficient with workforce management and CRM platforms.
• Strong communication and cross-functional collaboration skills.

Responsibilities

• Collect and track partner performance feedback and surface issues.
• Lead performance reviews with data-backed insights.
• Evaluate partner workflows and training initiatives.
• Monitor interaction volume and real-time staffing to maximize service levels.
• Produce regular performance metric reports and advisor productivity analyses.
• Define CRM routing rules reflecting current skills and priorities.
• Test routing rule performance to drive improvement.

Skills

Analytical thinking

CRM platforms

Data storytelling

Tools

Aspect

Salesforce

AWS Connect

Job description

Warby Parker is on the lookout for an Associate Manager, CX Workforce Operations to elevate our best-in-class customer experience workforce operations. In this role, you will own workforce management analytics, support the Partner performance governance function, and serve as a primary driver of CRM routing design and testing. You will combine deep operational expertise with a rigorous analytical mindset to build smarter system routing, stronger partner relationships, and better outcomes for both agents and customers.

What you'll do:

• Collaborate with Senior Manager, External Partnerships, to collect, categorize, and track performance feedback for partner teams, maintaining visibility into individual and team-level trends and surfacing issues that require leader intervention
• Lead regular performance review cadences with partner leadership by presenting data-backed insights and identifying areas for improvement
• Evaluate the effectiveness of partner workflows and training initiatives, proactively identify opportunities to improve workflows and performance structures
• Collaborate with the Manager, CX Workforce Management to monitor interaction volume and real-time staffing to maximize service levels
• Produce regular performance metric reports and advisor productivity analyses to ensure leadership has reliable data
• Define and document CRM routing rules to ensure logic reflects current skill sets and customer experience priorities
• Design a regular cadence of routing rule testing to validate performance and drive improvements in first-contact resolution

Who you are:

• Strong analytical thinker who is comfortable working with large datasets and identifying performance trends
• Experienced with workforce management and CRM platforms like Aspect, Salesforce, or AWS Connect
• Skilled communicator able to engage confidently with internal leadership and partner operations teams
• Proactive and solutions-oriented professional with a track record of identifying and resolving operational opportunities
• Highly organized individual capable of managing multiple reporting cycles and testing cadences simultaneously
• Backed by 3+ years of professional experience in customer service operations and performance analytics

Extra credit:

• Hands-on experience with Aspect and AWS tools
• Experience collaborating with Voice of the Customer teams to align qualitative insights with quantitative metrics
• Background in managing external partner relationships or vendor management