[Hiring] CX Operations Manager @Roadie
Mar 22, 2025 - Roadie is hiring a remote CX Operations Manager. đź’¸ Salary: unspecified. đź“ŤLocation: USA.
Role Description
The CX Operations Manager will drive operational excellence initiatives that eliminate pain points, streamline workflows and improve efficiency within our key CX (Customer Experience) functions: Customer Support, Trust & Safety, Customer Operations, and Logistics & Recovery. Reporting to the Director over CX Enablement, this role develops and leads a team of Operations Specialists to build scalable processes and optimize workflows. The ideal candidate will bring an expertise in process improvement, process development and project management paired with strong leadership capabilities to guide a high-performing team.
- Develop and implement scalable process enhancements that drive efficiency and produce measurable results
- Lead and develop a team of Operations Specialists to build and enhance processes that support key CX stakeholders
- Collaborate cross-functionally with CX leaders, Technology, Product, and Engineering, to align operational processes with organizational goals and prioritize deliverables
- Define and standardize SOPs across all CX functions to ensure consistency and efficiency
- Implement and track meaningful metrics that monitor success and drive continuous improvement
- Drive change management efforts to help teams adapt to new processes, technologies, and ways of working
- Act as a key point of contact for process improvement initiatives, from inception to completion, oversee planning and execution, and ensuring timely delivery and alignment with goals
- Monitor and report on team performance metrics, project milestones, and outcomes.
Qualifications
- 3+ years of experience in project management, change management or process improvement roles
- Proven experience managing a high-performing team in operations roles
- Demonstrated expertise in project management, including the ability to manage multiple priorities, deadlines and stakeholders
- Exceptional written and verbal communication skills
- Strong analytical and problem-solving abilities
- Experience working cross-functionally in a collaborative environment
- A bias for action, thriving in a fast-paced, agile environment
- Experience working in operations within customer-facing or CX-focused organizations
- Certifications in project management (e.g., PMP, Six Sigma), or process improvement methodologies are a plus
Benefits
- Competitive compensation packages
- 100% covered health insurance premiums for yourself
- 401k with company match
- Tuition and student loan repayment assistance (that’s right - Roadie will contribute directly to your existing student loans!)
- Flexible work schedule with unlimited PTO
- Monthly 3-day weekends
- Monthly WFH stipend
- Paid sabbatical leave- tenured team members are given time to rest, relax, and explore
- The technology you need to get the job done
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| đź“Ť | Be aware of the location restriction for this remote position: USA |
| ‼ | Beware of scams! When applying for jobs, you should NEVER have to pay anything. Learn more. |
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Salary
đź’¸
unspecified
|
Remote
Location
USA
|
|
Job Type
unspecified
|
Posted
Mar 22, 2025
|
| đź“Ť | Be aware of the location restriction for this remote position: USA |
| ‼ | Beware of scams! When applying for jobs, you should NEVER have to pay anything. Learn more. |
