Customer Experience Operations Manager

# Customer Experience Operations Manager Full-time Overland Park (Remote), US### Description We’re looking for a Customer Experience Operations Manager who will enable and scale customer-facing teams through strong internal training, quality standards, and operational rigor, ensuring customer experience strategy is translated into consistent, high-quality execution across the organization.

The role partners with Product and R&D to distill product updates, technical changes, and insights into clear, actionable guidance for the customer-facing teams.
** Your day to day will include:
*** Designing, delivering, and continuously improving internal training programs for NOC operations, project managers, and delivery teams
* Serving as the primary CX point of contact for Product and R&D, to distill product updates, technical changes, and insights into clear, actionable guidance for the customer-facing teams.
* Owning agent quality assurance programs, including defining quality metrics, reviewing performance, and driving corrective actions
* Conducting regular process audits to identify gaps, inefficiencies, and compliance issues
* Supporting customer operations by documenting workflows and enabling efficient execution
* Partnering closely with CX leadership to align execution with customer experience goals
* Owning and operationalizing Voice of the Customer (VoC) inputs by collecting, analyzing, and translating customer feedback into training improvements, QA criteria, and process enhancements---### Requirements
* 5+ years of experience in similar roles
* Direct experience building and delivering internal training for customer-facing or operational teams
* Practical ownership of agent QA activities, including defining quality standards, reviewing interactions, and coaching teams based on findings
* Hands-on use of customer feedback sources to identify trends and drive training or process changes
* Experience documenting, auditing, and improving operational processes in a live production environment preferably in a scale-up environment, where processes are built and refined on the fly.
* Demonstrated ability to turn ambiguous CX or operational goals into clear, executable training content and standards
* Strong written and verbal communication skills
* Experience using AI or LLM-based tools to improve training content, QA reviews, documentation, customer feedback analysis, or operational workflows
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