Operations Manager, Customer Experience
Remote / Online - Candidates ideally in
Odessa, Ector County, Texas, 79767, USA
Listed on 2026-06-27
Odessa, Ector County, Texas, 79767, USA
Listing for:
BearCom
Remote/Work from Home
position Listed on 2026-06-27
Job specializations:
-
Customer Service/HelpDesk
Customer Success Mgr./ CSM, Client Relationship Manager, CRM System, Customer Service Rep -
Business
Customer Success Mgr./ CSM, Client Relationship Manager, CRM System
Job Description & How to Apply Below
Operations Manager, Customer Experience
Fully Remote Work From Home
- Home, TX ;
Salt Lake
- Stone
- Salt Lake, UT 84115
Operations Manager Customer Experience
Location:
Garland, TX;
Dallas, TX;
Salt Lake City, UT
Travel Required:
Approximately 10%
The Operations Manager Customer Experience is responsible for overseeing the end-to-end customer journey, managing support operations, and driving continuous improvement across all customer-facing processes. This role ensures strong performance against customer KPIs while working cross-functionally with Sales, Marketing, Product, and Technology teams.
Experience Requirements /Minimum Qualifications
- At least 5 years of experience in project management, with a proven track record of delivering complex, multi-stakeholder initiatives on time and within scope.
- Experience using project management tools such as Asana, , Jira, or equivalent.
- Demonstrated ability to manage multiple concurrent projects while maintaining quality and meeting deadlines.
- Minimum 5 years of direct experience managing customer support KPIs and customer experience operations.
- Hands‑on experience tracking and improving NPS, CSAT, Utilization, CES, and Churn Rate.
- Proven history of building or improving customer support workflows, escalation paths, and feedback loops.
- Experience working in a role that required cross‑functional collaboration across departments such as Sales, Marketing, Product, and Technology.
Travel is typically planned in advance on a monthly or quarterly basis and may include day trips or overnight stays as needed.
- Garland, Texas – primary operational hub for on‑site team collaboration and process reviews.
- Dallas, Texas – regional office meetings, stakeholder engagement, and customer visits.
- Salt Lake City, Utah – secondary site visits for team alignment and operations support.
- Analyze the entire customer lifecycle to identify friction points and opportunities for improvement.
- Document key touchpoints from onboarding through renewal or churn.
- Prioritize improvements based on their impact on NPS and CSAT scores.
- Use tools such as Qualtrics and Survey Monkey to gather, analyze, and act on customer feedback.
- Build and maintain regular NPS and CSAT dashboards for leadership review.
- Identify trends, segment customer feedback by product line or region, and generate actionable insights.
- Design and implement initiatives to improve customer satisfaction (CSAT) and reduce churn rates.
- Set quarterly improvement targets with clear owners and timelines.
- Report on initiative progress to senior leadership on a monthly basis.
- Partner with Sales, Marketing, and Product teams to ensure a consistent brand voice and customer‑centric approach across all touchpoints.
- Lead or participate in regular cross‑functional meetings to align on customer experience priorities.
- Oversee CRM systems (e.g., Salesforce or Hub Spot) to ensure accurate and up‑to‑date customer data.
- Identify gaps in technology capabilities and recommend improvements or integrations.
- Ensure team members are trained and proficient in all customer‑facing tools.
- Own day‑to‑day management of customer support activities and KPI performance.
- Monitor response times, resolution rates, and customer satisfaction scores on a weekly basis.
- Build and maintain escalation processes to ensure timely issue resolution.
- Coach support team members and drive performance improvement through regular reviews.
- Act as an internal customer advocate, representing the voice of the customer in strategic discussions.
- Build strong relationships with key customer accounts to support retention and loyalty.
- NPS (Net Promoter Score): measures customer loyalty and likelihood to recommend. Target benchmark: 50 or higher is good, 70 or higher is excellent.
- CSAT (Customer Satisfaction Score): measures satisfaction with specific interactions. Target benchmark: 80 percent or higher.
- CES (Customer Effort Score): measures the…
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