Manager, Customer Experience Operations

Fibernow; Miami (FL); On-site; USD 90,000 - 130,000; Full time

Job summary

Fibernow in Florida seeks a Manager, Customer Experience Operations to lead and optimize contact center, digital channels, and workforce management. You will drive service levels, satisfaction, and employee productivity while shaping a customer-first culture.

You will develop KPIs, dashboards, and reporting for leadership, coach high-performing teams, and collaborate with Technology, Product, Sales, and other groups to improve processes. 3+ years of leadership in CX ops required.

Qualifications

• 3+ years of leadership experience in contact center, customer service, or customer experience operations.
• Strong knowledge of workforce management, contact center metrics, and digital customer support.
• Experience leading escalations, process improvement initiatives, and operational transformation efforts.
• Strong analytical, communication, and stakeholder management skills.

Responsibilities

• Lead daily customer experience operations across voice, email, chat, and digital support channels.
• Oversee Workforce Management (WFM), including forecasting, capacity planning, scheduling, and intraday performance management.
• Drive operational strategy execution to improve service levels, efficiency, customer satisfaction, and employee productivity.
• Manage customer escalations and service recovery efforts, ensuring timely and effective resolution.
• Analyze operational performance, identify improvement opportunities, and implement data-driven solutions.
• Partner cross-functionally with Technology, Product, Sales, and Business teams to enhance customer experiences and processes.
• Develop and monitor KPIs, dashboards, and reporting for leadership visibility and decision-making.
• Lead, coach, and develop high-performing teams while fostering a customer-first culture.

Skills

Leadership

Customer experience

Operations management

WFM

Data analytics

Stakeholder management

Education

Bachelor's degree in Business or related field

Tools

WFM platforms

Contact center technologies

Job description

For over 20 years, Fibernow has delivered high-performance fiber internet, cloud-based TV, smart WiFi, and managed IT services to residential communities and businesses across Florida. Backed by DigitalBridge, a global alternative asset manager with over $108B invested in digital infrastructure, Fibernow combines deep fiber expertise with institutional scale to accelerate network expansion. As we enter our next phase of growth, Fibernow is rapidly expanding into new communities and territories while enhancing the customer experience across every touchpoint. Our focus is simple: deliver fast, reliable connectivity and build long-term partnerships with the communities and businesses we serve.

Why Join Fibernow

This is a pivotal moment to join our team. Fibernow is scaling with intention, investing in brand, technology, and talent, and infrastructure to support rapid expansion.

If you thrive in a fast-paced environment and are excited by the opportunity to help shape the future of a growing fiber provider, Fibernow offers a unique chance to grow alongside the business and make a meaningful impact.

Overview

We are seeking an experienced Manager, Customer Experience Operations to lead and optimize customer support operations across contact center, digital service channels, workforce management (WFM), and escalations. This role is responsible for executing operational strategies, driving service performance, improving customer satisfaction, and leading continuous improvement initiatives that enhance both the customer and employee experience.

Key Responsibilities

• Lead daily customer experience operations across voice, email, chat, and digital support channels.
• Oversee Workforce Management (WFM), including forecasting, capacity planning, scheduling, and intraday performance management.
• Drive operational strategy execution to improve service levels, efficiency, customer satisfaction, and employee productivity.
• Manage customer escalations and service recovery efforts, ensuring timely and effective resolution.
• Analyze operational performance, identify improvement opportunities, and implement data-driven solutions.
• Partner cross-functionally with Technology, Product, Sales, and Business teams to enhance customer experiences and processes.
• Develop and monitor KPIs, dashboards, and reporting for leadership visibility and decision-making.
• Lead, coach, and develop high-performing teams while fostering a customer-first culture.

Qualifications

• Bachelor's degree in Business, Operations, Customer Experience, or related field preferred.
• 3+ years of leadership experience in contact center, customer service, or customer experience operations.
• Strong knowledge of workforce management, contact center metrics, and digital customer support.
• Experience leading escalations, process improvement initiatives, and operational transformation efforts.
• Strong analytical, communication, and stakeholder management skills.

Preferred Experience

• Multi-channel customer support environments (phone, email, chat, social media).
• Workforce Management platforms and contact center technologies.
• Telecommunications, utilities, technology, or subscription-based service industries.

Success Measures

• Customer Satisfaction (CSAT)
• Net Promoter Score (NPS)

Join us and help shape exceptional customer experiences while driving operational excellence across every customer touchpoint.