Senior CX Ops Partner - Remote-First (US)

Rainfall Ventures; United States; On-site; USD 91,000 - 114,000; Full time

Benefits offered by this job

Flexible working culture

Incentive programs

Unlimited PTO

Generous parental leave

401k match

Learning & wellness stipend

Union Square office accessibility

Comprehensive benefits

Job summary

Zip seeks a Senior Customer Experience Partner to lead CX operations across a global BPO network. You will translate CX strategy into execution, ensuring on-floor discipline and performance alignment with contractual goals.

Work closely with BPO leadership and data analysts to adjust in real time, drive improvements, and implement new processes while fostering vendor accountability and cross-site collaboration.

Qualifications

• Hands-on CX operations and BPO leadership experience.
• Experience managing multi-site BPO floor operations.
• Fluency in contact center metrics (SLA, AHT, occupancy).
• Proven track record of operational change management.
• Proficiency with CX tooling and workflows.

Responsibilities

• Lead day-to-day BPO execution across four global locations.
• Drive real-time performance optimization using metrics.
• Enforce vendor accountability and remediation plans.
• Develop partner improvement plans with milestones.
• Lead change management and floor-level process adoption.
• Champion automation and streamline processes.

Skills

CX Operations

BPO management

Multi-site leadership

CX metrics fluency

Operational change mgmt

Vendor management

Data-driven decision making

Agile/problem-solving

Tools

Zendesk

Intercom

Job description

Zip seeks a Senior Customer Experience Partner to lead CX operations across a global BPO network. You will translate CX strategy into execution, ensuring on-floor discipline and performance alignment with contractual goals.

Work closely with BPO leadership and data analysts to adjust in real time, drive improvements, and implement new processes while fostering vendor accountability and cross-site collaboration.