CX Operations Manager

Grüns; United States; Remote; USD 100,000 - 110,000; Full time

Benefits offered by this job

Competitive equity

Well-being benefits

Generous PTO

Free Grüns

Job summary

Grüns is hiring a CX Operations Manager to own the knowledge base, onboarding, training, QA, and data that guides support improvements. You will partner with BPO leadership and our AI Lead to sharpen agents and speed customer resolution, in a fully remote HQ setup with quarterly off-sites.

The role demands 5+ years in relevant CX fields, 2+ years in leadership, and hands-on experience with major support platforms and knowledge tools. Equity and robust benefits are offered.

Qualifications

• Has 5+ years in Customer Experience, Support Operations, CX Ops, QA, Training, or Knowledge Management.
• Has 2+ years in a managerial role, or equivalent independent-contributor ownership.
• Has worked directly with BPO teams.
• Has created and maintained SOPs, macros, help articles, templates used by frontline teams.
• Skilled in analyzing CX performance reporting: CSAT, QA, drivers, FCR, AHT.

Responsibilities

• Own knowledge base as single source of truth, audited regularly.
• Design and facilitate CX onboarding, training, and ongoing education across time zones.
• Analyze CSAT, NPS, QA, FCR, and AHT to identify gaps and implement fixes.
• Collaborate with QA and BPO leadership on calibrations and coaching.
• Build and maintain FAQs and agent macros to improve self-service.
• Identify automation and deflection opportunities with AI tools.

Skills

Customer experience management

Team leadership

Documentation

CX performance analysis

Google Workspace proficiency

Data tracking in Sheets

AI/automation mindset

Tools

Gladly

Zendesk

Gorgias

Intercom

Salesforce Service Cloud

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
• Think 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

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 bonusdepending on experience.

Beyond base salary, we offer competitive equity packages and a comprehensive set of benefits designed to support the well‑being, growth, and balance of our team.

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.

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!

We use Greenhouse's AI-powered Talent Matching tool to get a first read on how your application lines up with what we're looking for. But it's just a starting point. A real person on our team reviews every application before any decisions get made.