Customer Experience Operations Manager

About Us
We connect talented people globally with innovative companies who want to build, transform, and scale their operations. We provide talented global teams, strategic expertise, and seamlessly integrated technology to extend the positive impact good business can have everywhere.

We are recognized as a Most Loved Workplace, and we think it’s because we believe that culture drives business success. We encourage our associates to bring their whole, authentic selves to everything they do at PartnerHero. So bring your experience and your talents, and also bring your passion and everything else that makes you who you are. You will always be supported to do your best work at PartnerHero, enjoy your day-to-day, and thrive.

The Role
Operations Managers are one of PartnerHero’s most experienced Partner Operations professionals. They are comfortable building sophisticated Customer Experience programs, managing large omnichannel teams, and providing guidance and mentorship to frontline team leadership oniste.
A successful candidate will be able to demonstrate exceptional competencies that deliver high-quality outcomes around customer support, staffing around seasonality, forecasting, toolset, workflow optimization, and recommending and implementing program-specific enhancements. This candidate must eagerly and effectively build trust and rapport with our partner, while also offering transparent and prompt attention to the objectives of PartnerHero. This candidate will be expected to interact and work collaboratively with our senior leadership and operations teams to drive our business and revenue opportunities forward.

What You’ll Do:

• Act as a strategic advisor to the partner by keeping key points of contact up to date with their key challenges and opportunities
• Identify and evaluate partner key performance indicators and coach frontline leadership with the actionable behaviors necessary to meet the partner’s objectives
• Define team performance and ensure quantitative and qualitative objectives are met, per their contract
• Oversee program operations, including hiring, onboarding, training, quality assurance, tool optimization, and team building
• Deliver upon the expected program-level financial results
• Establish a quality-focused team culture with strong communication and adherence to the PartnerHero Core Values
• Identify program issues and risks, and develop mitigation initiatives to reduce the potential impact
• Participate in regular program Quarterly Business Reviews with the partner’s executive leadership team
• Practice heightened awareness of startup e-commerce organizations and the agility required to work within these teams
• Manage and mentor staff
  • Directly manage and mentor frontline team supervisors and team leads
  • Evaluate program health and take actionable steps to ensure team member retention and engagement
  • Perform regular 1:1’s with all direct reports, as well as skip levels with other team members
  • Resolve personnel issues as they arise and take appropriate actions to remedy outliers
  • Support team leads and managers in establishing SMART goals and professional development
  • Foster a problem-solving environment demonstrating teamwork and innovation
  • Establish a standard and encourage the learning and sharing of best practices
  • Craft best practices and templates based on program needs/requirements
  • Rely heavily on people skills and proficiency for problem-solving

What We Expect From You:

• 5+ years as a CX Program Manager, Operations Manager or equivalent
• 3+ years successfully managing teams up to 30+ associates and mentoring 3-5 frontline team supervisors 
• Experience overseeing seasonal hiring, staffing, training, and quality control programs
• Proven ability to develop master schedules and shifts in accordance with service level agreements
• Experience optimizing and streamlining platforms such as ZenDesk, TalkDesk, Shopify, and Gsuite applications
• Strong understanding of how to use data to generate reports and assess the health and efficacy of a partner program
• Virtual team leadership in the U.S. and other international locations
• Contact center proficiencies associated with skill-based routing, telephony IVR, CRM, and KB implementation and optimization
• If you have these additional skills that would be great (but not required!):
  • Experience working within a brand-driven startup environment
  • Omnichannel contact center experience and leadership (phone, email, chat, etc.)
  • Experience leading teams impacted by seasonality and high consumer demand periods
  • Experience in a high-stress operational group that is dependent on escalation priority and issue triage

What You’ll Get In Return:

• Competitive Base Salary
• Generous paid vacation
• Attractive benefits package including medical, dental, and vision options that are applicable per country of residence for all our full-time employees
• Access to free posture-based fitness workouts from home paid Sabbatical Leave
• Training opportunities provided by PartnerHero and outside entities
• 1-on-1 coaching with feedback sessions, mentorship, and opportunities for cross-functional development

Company Culture Is At Our Core
Our core values bring intention to our work and set the tone for our culture. From the partners we serve to the associates who work with us, we share a set of core values that guide our actions.

• Care for others - Cooperate, empathize, and seek opportunities to put each other first.
• Embrace growth - Expand your mind by taking calculated risks, developing your skills, and staying open to change
• Manifest trust - Trust is the bond that allows us to work at our highest levels, as members of a team, in a unified direction. It is continuously earned by delivering on our commitments.
• Take ownership - Doing the right thing should come naturally.
• Be humble - Seek guidance, receive feedback, ask questions, and listen to your colleagues

PartnerHero is proud to be an equal opportunity workplace. We value diversity, inclusion, equity, and belonging and these pillars are at the heart of how we work together. We are committed to providing equal employment opportunities regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity, Veteran status, or any other applicable legally protected characteristics in the location in which the candidate is applying. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. 

We are committed to the inclusion of all individuals and will make reasonable accommodations for qualified individuals with disabilities in our job application process. If you require assistance or accommodations to participate in the job application or interview process, please contact [email protected].