CX Sr. Operations Manager

August 31

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Gympass

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Bringing movement to the world, one employee at a time.

Human Resources • Health • Fitness • Employee Engagement • Workplace Wellness

1001 - 5000

💰 $5.4M Venture Round on 2021-12

Description

• establish CX policies, systems, and team structures • manage various critical aspects of an operation: SLAs, client requirements, team management • lead the US CX support team • provide key strategic insights and analytics to drive business decisions • ensure optimal call center operations performance

Requirements

• Must have experience supporting US customers • 5+ years of management experience • 5+ years BPO management experience (required) • Bachelor's degree preferred or equivalent work experience • A deep knowledge of current & emerging web technologies • Must have a working knowledge of MS Suite or Google • Advanced Excel knowledge • Strong analytical, critical thinking, and problem-solving abilities • Project/program management experience is a plus • Experience with resource and budget management • Strong personnel management experience • Self-driven with a goal-oriented attitude • Good communication and presentation skills • Ability to manage and handle data confidentially • Flexibility and willingness to adapt to company changes and growth • Enthusiasm for helping people have a happy and healthy life

Benefits

• health, dental, vision, and life insurance • Choose when you work • home office stipend and a monthly flexible work allowance • access onsite gyms, fitness studios, digital fitness programs • minimum of 25 days PTO per year • 100% paid parental leave • outstanding opportunities for personal and career growth • supportive atmosphere with ambitious people