Remote-First Senior CX Operations Partner

Zipcolimited; United States; On-site; USD 130,000 - 170,000; Full time

Benefits offered by this job

Remote-first

Job summary

Zipcolimited is seeking a Senior Customer Experience Partner to translate CX strategy into execution across a global BPO network. You will drive daily operational discipline, diagnose issues, and lead cross-site improvement initiatives with external partners.

You will collaborate with BPO leaders and data analysts to turn performance metrics into real-time floor adjustments, champion automation, and lead change management across remote-first US teams, including a potential Manhattan office.

Qualifications

• 8+ years of hands-on CX Operations or contact center leadership experience.
• Experience in CX operations and BPO partner management with analytics in SLA/AHT/occupancy.
• Remote-first posture for US-based employees with optional Manhattan office work.

Responsibilities

• Lead Day-to-Day BPO execution across 4 global partner locations to ensure seamless daily service delivery and governance.
• Drive real-time performance optimization by monitoring SLA, AHT, and occupancy metrics and implementing corrective actions.
• Enforce vendor accountability and lead remediation plans with BPO floor supervisors and program managers.
• Develop and maintain partner improvement plans with milestones for service quality, productivity, staffing, and customer outcomes.
• Lead change management by developing floor-level implementations of new processes, tools, and policies.
• Champion automation and AI initiatives to streamline processes for customers and agents, improving productivity.
• Oversee agent access, onboarding, and system permissions across the extended BPO workforce.
• Standardize SOPs and servicing standards across all BPO locations and ensure consistent execution.
• Bridge strategy and floor execution by providing feedback between frontline operations and CX leadership.
• Collaborate on workforce planning with CX leadership for capacity and SLAs.

Skills

CX Operations

BPO partner mgmt

SLA management

AHT management

Data analytics

Change management

Automation opportunities

Vendor management

Job description

Zipcolimited is seeking a Senior Customer Experience Partner to translate CX strategy into execution across a global BPO network. You will drive daily operational discipline, diagnose issues, and lead cross-site improvement initiatives with external partners.

You will collaborate with BPO leaders and data analysts to turn performance metrics into real-time floor adjustments, champion automation, and lead change management across remote-first US teams, including a potential Manhattan office.