CX Operations Manager

Grüns; Oregon; Hybrid; USD 100,000 - 110,000; Full time

Benefits offered by this job

Generous PTO

Free Grüns products

Health benefits

Job summary

Grüns is seeking a CX Operations Manager to scale our support operations. You will own the knowledge base, training programs, QA processes, and the data that guides improvements, partnering with BPO leadership and our AI Lead to drive faster, higher‑quality customer interactions.

This fully remote HQ role values ownership, clear documentation, and hands‑on analytics. You’ll design onboarding across time zones, build agent macros, and pursue AI-driven automation to reduce resolution times while

Qualifications

• 5+ years in Customer Experience or Support Operations.
• 2+ years in a managerial role or lead capacity.
• Experience working with BPO teams.
• Proven ability to create and maintain SOPs, macros, and knowledge articles used by frontline teams.
• Strong experience analyzing CX metrics (CSAT, NPS, QA, FCR, AHT).

Responsibilities

• Own the knowledge base as the single source of truth and audit on a recurring cadence.
• Design CX onboarding and ongoing training across multiple time zones.
• Analyze CSAT, NPS, QA, FCR, and AHT data to identify gaps and drive fixes.
• Collaborate with QA and BPO leadership on calibrations and coaching.
• Build and maintain FAQs and agent macros to boost self-service and efficiency.
• Partner with our AI Lead to identify automation opportunities and implement internal tools.

Skills

CX operations

Knowledge management

Training design

QA & data analysis

BPO collaboration

Documentation & SOPs

Process improvement

Tools

Zendesk

Gladly

Intercom

Salesforce Service Cloud

Gorgias

Notion

Confluence

Guru

Google Sheets

Job description

We're so happy you're here! Thank you for checking our job out and we hope to have the chance to meet you in our interview process!

About the role

Grüns is scaling fast, and our customer experience has to scale with it. As CX Operations Manager, you'll own the systems behind how our support team learns, performs, and improves: the knowledge base, training, QA, and the data that shows us where to act next. You'll partner with our BPO leadership and our AI Lead to make every agent sharper and every customer interaction faster and better.This role is part of our remote HQ! We have a fully remote, high-trust work environment - and also come together on a quarterly basis for amazing off-sites where we can connect IRL.

In this role, you will:

• Own our knowledge base as the single source of truth: accurate, organized, easy to use, and audited on a recurring cadence
• Design and facilitate CX onboarding, training, and continuing education for new and tenured agents, including virtual sessions across time zones, built for every learning style
• Dig into CSAT, NPS, QA, FCR, and AHT data to find gaps in workflows and knowledge, then turn them into specific fixes
• Partner with our internal QA team and BPO leadership on calibrations, 1:1 coaching, and performance improvement plans, serving as the liaison between support leadership and agents
• Build and maintain FAQs and agent macros that drive self-service and agent efficiency
• Work with our AI Lead to identify automation and deflection opportunities, and implement internal tools that improve resolution times and CSAT

We're looking for someone who:

• Has 5+ years in Customer Experience, Support Operations, CX Ops, QA, Training, or Knowledge Management
• Has 2+ years in a managerial role, or an equivalent independent-contributor role with real ownership
• Has worked directly with BPO teams
• Has created and maintained documentation (SOPs, macros, help articles, templates) that a frontline team actually uses
• Has mastered analyzing CX performance reporting: CSAT, quality scoring, contact drivers, first response time, and resolution quality
• Is hands‑on with a support platform (Gladly, Zendesk, Gorgias, Intercom, Salesforce Service Cloud, or similar), a knowledge tool (Notion, Confluence, Guru, or similar), and QA workflows (scorecards, sampling, calibration)
• Is strong in Google Workspace and builds trackers and reporting in Sheets with ease (pivot tables, filters, structured logs)
• Bonus: has used AI tools or built AI agents (Claude, ChatGPT, Claude Code)

Approach to the role:

• Runs a regimented cadence: sets the rhythm, hits deadlines, and keeps programs moving without reminders
• Obsesses over clarity: writes things so anyone can execute them and removes ambiguity wherever it hides
• Thinks in patterns: spots repeat issues fast, tags them consistently, and turns them into fixes
• Balances customer‑first with policy discipline: empathetic and flexible, but grounded in what we can promise and deliver
• Collaborates without creating drag: brings solutions, not noise
• Leads virtual training with a flexible schedule across time zones, and isn't afraid to take an escalation call when it counts
• Owns the outcome with extreme ownership, with no micromanagement needed and always ten steps ahead

Compensation & Benefits

At Grüns, we're committed to providing a competitive total compensation package—grounded in market data that considers our size, stage, industry, and location. For this role, the base salary range is between $100,000 - $110,000 plus bonus depending on experience.A bit about us...At Grüns, we believe that foundational nutrition should be simple and convenient for everyone. We're dedicated to bringing comprehensive and real nutrition to you through our gummies, formulated from 60 nutrient‑dense and whole‑food ingredients. Simply enjoy a grab‑and‑go snack pack of gummies daily whenever fits best in your schedule and wherever life takes you.Like you, we were disappointed. There's an infinite number of "nutrition" companies, all focused on what's best for them — not what's best for you. Hundreds of products to sell you on, low‑quality ingredients, and small nutrient doses. We've seen it all.So we decided it was time to fix it. No more choking on and popping pills like a pharmacy. No more clean‑up and disgust from gross powders. And no more cobbling together handfuls to dozens of supplements. Grüns is comprehensive nutrition, made convenient and delicious.What we care about...Be the Best: We hold ourselves, our teams, and our partners to an incredibly high standard - and we raise the bar constantly. "We've never done this before" isn't an excuse here. It's an invitation.Own It: We act like our name is on the door. That means taking complete ownership of outcomes, collaborating deeply, working through roadblocks - not around them - and never waiting for someone else to solve the problem. Great owners are great partners.Drive Impact, Urgently: We measure impact, not effort. We work smart and hard, move fast, and use every tool at our disposal - including AI ‑ to focus our energy where it matters most.

Compensation & Perks:

For every role, we aim to have highly competitive compensation and opportunity for impact and career growth.Everyone at Grüns works hard, but we believe in wellness and balance too. We have super strong benefits coverage -- for you and your family, generous PTO, free Grüns, and a few more perks centered around health and well‑being that we can't wait to tell you about!