CX Workforce Operations Lead: Routing & Analytics

Warby Parker; Nashville (TN); On-site; USD 90,000 - 120,000; Full time

Job summary

Warby Parker is seeking an Associate Manager, CX Workforce Operations to elevate our customer experience workforce operations. You will own workforce analytics, support partner performance governance, and drive CRM routing design and testing.

You will partner with leadership to build smarter routing, improve first-contact resolution, and ensure staffing aligns with service levels. The role blends analytics with hands-on process optimization in a fast-paced environment.

Qualifications

• 3+ years of professional experience in customer service operations and performance analytics.
• Proficient with workforce management and CRM platforms.
• Strong communication and cross-functional collaboration skills.

Responsibilities

• Collect and track partner performance feedback and surface issues.
• Lead performance reviews with data-backed insights.
• Evaluate partner workflows and training initiatives.
• Monitor interaction volume and real-time staffing to maximize service levels.
• Produce regular performance metric reports and advisor productivity analyses.
• Define CRM routing rules reflecting current skills and priorities.
• Test routing rule performance to drive improvement.

Skills

Analytical thinking

CRM platforms

Data storytelling

Tools

Aspect

Salesforce

AWS Connect

Job description

Warby Parker is seeking an Associate Manager, CX Workforce Operations to elevate our customer experience workforce operations. You will own workforce analytics, support partner performance governance, and drive CRM routing design and testing.

You will partner with leadership to build smarter routing, improve first-contact resolution, and ensure staffing aligns with service levels. The role blends analytics with hands-on process optimization in a fast-paced environment.