CX Operations Manager

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a CX Operations Manager based in Canada.

• This is a high-impact customer experience operations role focused on building the systems that help support teams perform at their best.
• You’ll own the knowledge, training, quality, and performance infrastructure that enables consistent and efficient customer interactions.
• Working closely with BPO leadership, internal QA teams, and AI specialists, you’ll turn customer data into practical improvements across the support organization.
• You’ll combine operational rigor with strong communication skills, creating clear processes and training programs that work across different teams and time zones.
• The role offers significant ownership, with the opportunity to improve workflows, strengthen self-service, and identify new automation opportunities.
• You’ll also use metrics such as CSAT, NPS, QA, FCR, and AHT to identify recurring issues and drive measurable improvements.
• The environment is fully remote, high-trust, fast-moving, and designed for someone who takes initiative and stays several steps ahead.