CX Operations Leader: Training, Knowledge Base & AI

Grüns; Beaverton (OR); Remote; USD 100,000 - 110,000; Full time

Benefits offered by this job

Equity

Remote HQ off-sites

Flexible PTO

Health benefits

Job summary

Grüns is seeking a CX Operations Manager to own the systems behind how our support team learns, performs, and improves. You’ll manage the knowledge base, training, QA, and the data that guides action, partnering with our BPO leadership and AI Lead to sharpen agents and accelerate resolutions.

This role is part of our remote HQ with a high-trust, fully remote environment and quarterly in-person off-sites. The base salary range is $100,000–$110,000 plus bonus, with equity and comprehensive

Qualifications

• 5+ years in Customer Experience or related fields.
• 2+ years in a managerial or ownership role.
• Experience working directly with BPO teams.
• Created and maintained documentation (SOPs, macros, templates).
• Strong in CSAT, NPS, QA, FCR, and AHT analysis.

Responsibilities

• Own the knowledge base as the single source of truth.
• Design CX onboarding and training for agents across time zones.
• Analyze CSAT, NPS, QA, FCR, and AHT to identify gaps and fixes.
• Partner with QA and BPO leadership on calibrations and coaching.
• Build FAQs and agent macros to drive efficiency.
• Collaborate with AI Lead to identify automation opportunities.

Skills

CX operations

QA

Training

Knowledge management

SOPs

CSAT/NPS analysis

Google Sheets

AI tools

BPO collaboration

Tools

Gladly

Zendesk

Gorgias

Intercom

Salesforce Service Cloud

Notion

Confluence

Guru

Job description

Grüns is seeking a CX Operations Manager to own the systems behind how our support team learns, performs, and improves. You’ll manage the knowledge base, training, QA, and the data that guides action, partnering with our BPO leadership and AI Lead to sharpen agents and accelerate resolutions.

This role is part of our remote HQ with a high-trust, fully remote environment and quarterly in-person off-sites. The base salary range is $100,000–$110,000 plus bonus, with equity and comprehensive