CX Operations Leader: Elevate Customer Experience

Fibernow; Miami (FL); On-site; USD 90,000 - 130,000; Full time

Job summary

Fibernow in Florida seeks a Manager, Customer Experience Operations to lead and optimize contact center, digital channels, and workforce management. You will drive service levels, satisfaction, and employee productivity while shaping a customer-first culture.

You will develop KPIs, dashboards, and reporting for leadership, coach high-performing teams, and collaborate with Technology, Product, Sales, and other groups to improve processes. 3+ years of leadership in CX ops required.

Qualifications

• 3+ years of leadership experience in contact center, customer service, or customer experience operations.
• Strong knowledge of workforce management, contact center metrics, and digital customer support.
• Experience leading escalations, process improvement initiatives, and operational transformation efforts.
• Strong analytical, communication, and stakeholder management skills.

Responsibilities

• Lead daily customer experience operations across voice, email, chat, and digital support channels.
• Oversee Workforce Management (WFM), including forecasting, capacity planning, scheduling, and intraday performance management.
• Drive operational strategy execution to improve service levels, efficiency, customer satisfaction, and employee productivity.
• Manage customer escalations and service recovery efforts, ensuring timely and effective resolution.
• Analyze operational performance, identify improvement opportunities, and implement data-driven solutions.
• Partner cross-functionally with Technology, Product, Sales, and Business teams to enhance customer experiences and processes.
• Develop and monitor KPIs, dashboards, and reporting for leadership visibility and decision-making.
• Lead, coach, and develop high-performing teams while fostering a customer-first culture.

Skills

Leadership

Customer experience

Operations management

WFM

Data analytics

Stakeholder management

Education

Bachelor's degree in Business or related field

Tools

WFM platforms

Contact center technologies

Job description

Fibernow in Florida seeks a Manager, Customer Experience Operations to lead and optimize contact center, digital channels, and workforce management. You will drive service levels, satisfaction, and employee productivity while shaping a customer-first culture.

You will develop KPIs, dashboards, and reporting for leadership, coach high-performing teams, and collaborate with Technology, Product, Sales, and other groups to improve processes. 3+ years of leadership in CX ops required.