Role OverviewThe Customer Experience (CX) Support Manager is a member of the CX leadership team and the connective tissue between 10X Health's internal escalation team and our outsourced Tier 1 contact center. This role owns the processes, metrics, content, and day-to-day operating relationship that keep both teams performing at a 10X standard.
What You Will Do
You'll design the processes, monitor the metrics, and drive the accountability loops that separate a good contact center from a great one. You work quickly in ambiguity, focused and efficient.
Why It Might Be a Fit
You bring structured thinking, workflow discipline, and an obsession with performance data to everything you touch. You're a contact center operations expert, advanced data and reporting skills, business process architect, and solid professional judgement.
Requirements
- 3+ years of call center leadership experience with direct team and BPO management responsibility
- Demonstrated ownership of CX content (scripts, SOPs, knowledge base) in a fast-paced, high-volume environment
- Advanced proficiency in CRM platforms (Salesforce or Hubspot preferred) and contact center reporting tools
- Experience building and maintaining KPI dashboards and delivering performance reporting to leadership
- Proven ability to design and document complex operational workflows and business processes
Benefits
- BASE COMPENSATION: $70,000 - $77,000 annually
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