CX Ops Leader: Multi-Channel Excellence

Fibernow; Miami (FL); On-site; USD 90,000 - 135,000; Full time

Job summary

Fibernow is seeking an experienced Manager, Customer Experience Operations to lead and optimize customer support across voice, email, chat, and digital channels. You will oversee WFM, forecasting, scheduling, and intraday performance, while driving improvements to service levels and customer satisfaction.

In this role, you will partner with Technology, Product, Sales, and other teams to enhance customer experiences and processes, coach high-performing teams, and foster a customer-first culture.

Qualifications

• Bachelor's degree in Business, Operations, or related field.
• 3+ years of leadership experience in contact center or CX operations.
• Strong knowledge of workforce management and contact center metrics.

Responsibilities

• Lead daily customer experience operations across voice, email, chat, and digital channels.
• Oversee WFM including forecasting, capacity planning, scheduling, and intraday performance management.
• Drive strategy to improve service levels, efficiency, and customer satisfaction.
• Manage escalations and service recovery efforts.
• Analyze performance, identify improvements, and implement data-driven solutions.
• Partner with Technology, Product, Sales and Business teams to improve experiences.

Skills

Leadership

CX Operations

WFM knowledge

Data-driven

Stakeholder management

Communication

Education

Bachelor's degree in Business/Operations

Tools

WFM software

Contact center tech

Job description

Fibernow is seeking an experienced Manager, Customer Experience Operations to lead and optimize customer support across voice, email, chat, and digital channels. You will oversee WFM, forecasting, scheduling, and intraday performance, while driving improvements to service levels and customer satisfaction.

In this role, you will partner with Technology, Product, Sales, and other teams to enhance customer experiences and processes, coach high-performing teams, and foster a customer-first culture.