Senior CX Operations Leader

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

Job summary

Quince is seeking a Senior Manager, Customer Experience Operations to reduce avoidable contacts by improving the end-to-end customer journey. You will partner with Storefront, Product, Logistics, Fulfillment, Engineering, and CX teams to identify and fix operational breakdowns, driving measurable improvements until the data shows success.

This hands-on role requires 7-10 years in CX strategy/operations, a Bachelor's degree, and a track record of leading cross-functional initiatives that lower

Qualifications

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

Responsibilities

• Own Operational Improvements that Reduce CX Demand: identify high-volume pain points and drive fixes until contacts decline
• Improve the Customer Journey: review contacts, AI conversations, escalations, and trends to uncover improvements
• Build Better Operations: simplify processes and redesign workflows for scalable improvements
• Drive Impact: track impact against key CX metrics and iterate when needed

Skills

CX strategy

Operations management

Cross-functional initiatives

Analytical mindset

Education

Bachelor's degree or equivalent experience

Job description

Quince is seeking a Senior Manager, Customer Experience Operations to reduce avoidable contacts by improving the end-to-end customer journey. You will partner with Storefront, Product, Logistics, Fulfillment, Engineering, and CX teams to identify and fix operational breakdowns, driving measurable improvements until the data shows success.

This hands-on role requires 7-10 years in CX strategy/operations, a Bachelor's degree, and a track record of leading cross-functional initiatives that lower