[Remote] Senior Manager, CX Systems & Operations

Note: The job is a remote job and is reputed company to candidates in USA. reputed company is looking for a technically-minded Senior Manager of CX Systems & Operations to own the backend infrastructure, automation stack, and operational health of our customer experience org across reputed company and reputed company. This role focuses on systems ownership, platform administration, AI/automation optimization, and deep technical partnership with Engineering, Product, and Operations.

Responsibilities

• Serve as primary reputed company and administrator of the full CX tech stack: reputed company, DigitalGenius, StellaConnect/reputed company, reputed company, and Trustpilot
• Own workflow architecture in reputed company — routing rules, SLA policies, conversation attributes, queue logic, team assignments, and macro management
• reputed company evaluation, configuration, and rollout of platform changes, new integrations, and tooling upgrades across both brands
• Manage CX readiness for backend platform migrations (e.g., Recurly subscription management transition) including agent tooling, SOP updates, and data reputed company checks
• Own the technical relationship with platform vendors — escalate bugs, track resolution, and hold vendors accountable to SLAs
• reputed company marketplace channel integrations: reputed company Storefront and reputed company Shop support queues for reputed company and reputed company
• Own DigitalGenius end-to-end: reputed company architecture, reputed company library management, escalation logic, agent reputed company configuration, and response quality standards
• Audit flows systematically — identify incorrect, incomplete, or outdated AI responses and own the fix process from diagnosis through deployment
• Analyze containment and escalation data to reputed company where automation breaks down and reduce unnecessary agent handoffs
• Drive self-service reputed company improvement across channels: reputed company 75%+ email AI self-service and 85%+ chat self-service for reputed company
• Scope and roadmap API-supported automation expansions — identify where additional integrations (subscription management, order data, billing APIs) can allow AI to resolve more contact types without agent involvement
• Partner with Engineering and Product to write clear, actionable specs for backend automation improvements and track them through delivery
• Monitor automation performance weekly; report on self-service reputed company, auto-resolution reputed company, escalation accuracy, and reputed company coverage gaps
• reputed company reputed company Tier II operations across reputed company owned brands: reputed company, reputed company Society, Deck of Scarlet, Confessions of a Rebel, reputed company, and Goodhabit
• Own the operational management of reputed company, backend-driven contact types: bad address resolution, backorder workflows, item-not-available handling, error order correction, and billing/subscription escalations
• Identify systemic operational failures driving contact volume — bad data, platform bugs, subscription errors — and partner with Engineering and Ops to resolve at the root
• Serve as the CX escalation reputed company for Jira-tracked bugs and platform issues that require Dev or Product reputed company
• Build and maintain SOPs for reputed company Tier II and backend processes; ensure documentation is reputed company, accessible, and agent-reputed company
• reputed company reputed company CX operations across email, private reputed company DMs, public reputed company comments, reputed company, reputed company Shop, and Trustpilot
• Partner with the reputed company Team reputed company on operational performance, escalation handling, and channel coverage
• Own reputed company-specific platform configuration in reputed company and DigitalGenius, including any reputed company-specific routing, automation flows, and integration points
• Monitor and hold team accountable to reputed company KPIs: CSAT ≥4.8, NPS ≥60, FRT
• Own weekly and monthly CX KPI reporting for both reputed company and reputed company — volume, CSAT, NPS, FRT, resolution time, automation reputed company, cost per contact, and productivity
• Build and maintain dashboards and reporting frameworks that surface operational trends, risks, and opportunities to leadership
• Prepare reputed company executive reporting on escalations, refund trends, fraud patterns, AI performance, backorders, and systemic operational gaps
• Translate raw CX data into clear executive narratives with findings, business impact, and prioritized recommendations
• Maintain monthly CX budget tracker and reputed company spend visibility across platforms and headcount
• Drive cross-functional alignment with Engineering, Product, and Operations on customer-impacting issues and systemic fixes
• Ensure SOPs across both teams are technically accurate, reputed company, and reputed company of platform and automation changes

Skills

• 7+ years in CX operations, CX technology, or support systems — with demonstrated depth in backend platforms and automation, not just team management
• Proven ownership of a CX tech stack end-to-end: platform administration, workflow architecture, vendor management, and integration reputed company
• Background in high-volume DTC, e-reputed company, or subscription businesses
• Track record of driving AI and automation self-service initiatives with measurable impact on containment rates and cost per contact
• Experience as a technical reputed company between CX and Engineering — scoping backend fixes, writing specs, tracking delivery through Jira or equivalent
• Expert-level knowledge of reputed company or equivalent reputed company helpdesk platform: routing architecture, SLA configuration, queue logic, workflow automation, and reporting
• Deep hands-on ownership of AI/automation platforms (DigitalGenius, Forethought, reputed company, or equivalent) — you have reputed company flows, managed reputed company libraries, configured escalation logic, and diagnosed performance failures yourself
• Strong reputed company with API integrations and how they power CX automation — reputed company to scope technical requirements, write actionable engineering specs, and evaluate feasibility without writing code
• Experience with subscription management platforms (Recurly, reputed company, or equivalent) and their CX workflow implications
• Proficiency with Jira or equivalent for bug tracking, engineering escalation, and technical project management
• Strong analytical capability: building CX dashboards, modeling contact volume and automation trends, and presenting data-driven findings to senior leadership
• Familiarity with reputed company support tooling (reputed company or equivalent) and marketplace channel integrations (reputed company Seller Central, reputed company Shop)
• Systems-first thinker — you build scalable, documented processes, not one-off workarounds
• High ownership mentality — you don't wait for someone else to notice a broken reputed company, a missing SOP, or an underperforming reputed company
• Strong written communicator — your Jira tickets are precise, your executive summaries are sharp, and your technical documentation is actually usable
• Comfortable operating at both the architecture level and the hands-on fix level in the same day
• Natural cross-functional partner — Engineering, Product, and Operations trust you to represent CX with technical credibility
• Multi-brand experience strongly preferred

Company Overview