CX Operations & Escalation Lead

10X Health System; Scottsdale (AZ); On-site; USD 70,000 - 77,000; Full time

Job summary

10X Health System is seeking a Customer Experience Support Manager in Scottsdale, AZ to bridge our internal escalation team with the outsourced Tier 1 contact center. You will own processes, metrics, and content, guiding day‑to‑day operations to maintain a 10X standard.

This hands‑on role demands structured thinking, workflow discipline, and a data‑driven mindset for continuous CX improvement. You’ll design end‑to‑end workflows, monitor performance metrics, and drive accountability loops across

Qualifications

• 3+ years of call center leadership experience with direct team and BPO management responsibility.

Responsibilities

• Serve as the primary day‑to‑day point of contact between 10X Health and the outsourced Tier 1 contact center, managing the operational relationship and holding the BPO accountable to SLAs and performance standards.
• Lead regular cadence meetings with the BPO to communicate policy changes, product updates, and performance expectations.
• Translate new products, programs, and protocols into training‑ready content for Tier 1, coordinating with BPO training leads.

Skills

Call center ops

Data analytics

Dashboarding

Process design

Documentation

Cross-functional collaboration

Communication

Ambiguity handling

Healthcare alignment

Education

Associate degree

Tools

Salesforce

HubSpot

Job description

10X Health System is seeking a Customer Experience Support Manager in Scottsdale, AZ to bridge our internal escalation team with the outsourced Tier 1 contact center. You will own processes, metrics, and content, guiding day‑to‑day operations to maintain a 10X standard.

This hands‑on role demands structured thinking, workflow discipline, and a data‑driven mindset for continuous CX improvement. You’ll design end‑to‑end workflows, monitor performance metrics, and drive accountability loops across