Senior CX Operations Leader

Cacheflow; Carneys Point Township (NJ); On-site; USD 74,000 - 89,000; Full time

Job summary

Quince is hiring a Senior Manager, Customer Experience Operations, to reduce avoidable customer contacts by redesigning end-to-end processes. You will collaborate with Storefront, Product, Logistics, Fulfillment, Engineering, and CX to identify issues and drive solutions that lower contact rates and defects.

The role is hands-on, focusing on diagnosing problems, testing solutions, and delivering measurable CX improvements across fast-moving retail operations.

Qualifications

• Bachelor's degree or equivalent experience.
• 7–10 years of experience in CX strategy, operations, or friction/contact reduction, including 3+ years managing programs or cross-functional initiatives.

Responsibilities

• Own operational improvements that reduce CX demand and drive measurable impact.
• Improve the customer journey by analyzing contacts, AI conversations, and support trends.
• Build repeatable operating mechanisms to scale improvements across markets.
• Track impact against key CX metrics and iterate quickly when needed.

Skills

CX strategy

Operations management

Data analysis

Cross-functional leadership

Education

Bachelor's degree or equivalent experience

Job description

Quince is hiring a Senior Manager, Customer Experience Operations, to reduce avoidable customer contacts by redesigning end-to-end processes. You will collaborate with Storefront, Product, Logistics, Fulfillment, Engineering, and CX to identify issues and drive solutions that lower contact rates and defects.

The role is hands-on, focusing on diagnosing problems, testing solutions, and delivering measurable CX improvements across fast-moving retail operations.