Cx automation & operations manager Job at PartnerHero (San Pedro Sula or Tegucigalpa)

AirCover UX Enablement Manager

The AirCover team is charged with ideating, building, launching, and managing th...

Location

Canada

Salary:

97000.00 - 121000.00 CAD / Year

Airbnb

Expiration Date

Until further notice

Requirements

8+ years of experience in UX, customer experience, consumer research, consulting, product operations, and/or CX automation
Deep understanding of user experience and service design principles, systems thinking, information architecture, and visual communication
Exceptional written and oral communication skills, capable of presenting complex topics to diverse audiences
Familiarity with AI and automation tools used for tagging, tracking, and workflow optimization
High proficiency in presentations (Keynote, Google Slides) and process design tools (Figma, LucidChart, Miro, or equivalent)
Demonstrated ability to operate and deliver effectively within rapidly changing, fast-paced environments, collaborating with technical stakeholders
Strong grasp of experimentation design, A/B testing, and performance analysis across key CX metrics
Proven experience and a strong portfolio showcasing the creation and management of service blueprints and user journey maps

Job Responsibility

Lead AirCover Agent and Customer Insights Program: Obsessively seek out what is preventing AirCover from delivering 10-star service, and initiate and manage programs that surface systemic user issues and gaps for AirCover
10-Star Service Champion: Drive AirCover customer experience with process and automation improvements
own the configuration and optimization of our customer experience automation systems, including AI bots, workflows, and knowledge tools
Be AirCover’s UX Expert: Serve as a trusted UX expert and consultant for teams across the organization
Develop and Implement Ops Labeling Strategy: Lead efforts to design, implement, and refine an Ops Labeling strategy—ensuring every customer interaction, case, and resolution path is tagged for root cause analysis, performance monitoring, and upstream fixes
Create and Maintain Taxonomy: Develop and maintain robust labeling taxonomies to ensure label completeness and accuracy
Translate Insights into Action: Turn agent, customer, and system insights into actionable plans for product, service, and automation improvements
Partner Cross-Functionally: Collaborate with organizational, technical, and cross-functional leaders to improve user experience—including journey mapping, conducting user interviews, and using AI-enabled insights

What we offer

bonus
equity
benefits
Employee Travel Credits

Fulltime

Director of Customer Experience

Location

United States , San Francisco; New York; Portland

Salary:

212600.00 - 295300.00 USD / Year

Mercury

Expiration Date

Until further notice

Requirements

Extensive experience leading and scaling large CX organizations in fast-growing, operationally complex environments (e.g., banking, fintech, loans, or financial software)
Track record of building CX organizations efficiently and effectively at scale, including 24/7 coverage, full-time teams, BPOs, and automation
Demonstrated success deploying AI and automation to enhance support operations, increase agent enablement, and improve efficiency
Strong financial and operational acumen, with the ability to put together scaling models in partnership with Finance
Experience leading a function that spans multiple product lines and customer types, ideally with some exposure to broader CX domains such as Risk, Sales, or Operations
Strong people leader, passionate about leading an experienced leadership team and growing managers
Passionate about rallying and leading teams through periods of change with clarity, transparency, and empathy
Excel at proactively influencing up and across the organization, building alignment and driving shared goals with product, revenue, risk, marketing, and executive teams
Confident building and executing against a data-driven foundation for CX, with proven ability to tell compelling stories through both numbers and narrative
Excellent communication and cultural leadership skills, and ideally, a good sense of humor

Job Responsibility

Build a world-class customer experience: Champion a customer-obsessed culture, by setting a clear vision for the team, owning key prioritization decisions, skillfully weighing tradeoffs to design experiences that delight across every interaction and channel
Operational Excellence: Lead a global CX organization of 100+ employees, solving over 30,000 tickets per month across four support channels. Use best-in-class tooling (Zendesk, Assembled, and more) to deliver seamless experiences and drive efficiency across complex product lines
Strategy & Data: Position CX as a strategic pillar by building a metrics-driven foundation that informs decisions, measures impact, and enables compelling storytelling through data
Talent & People Development: Lead and inspire an experienced leadership team while scaling a global organization to support growth from hundreds of thousands of customers today to millions in the future
Broad CX Leadership: Lead and support all areas of Customer Support, from frontline teams to specialized functions like training, QA, workforce management, and more
AI & Automation Vision: Build upon the automation roadmap (self-serve, deflection, agent assist) with new and innovative ways to leverage AI to provide amazing experiences with efficiency at scale
Org Scaling & Structure: Design and execute a global scaling strategy that leverages a mix of full-time employees, BPO partners, and AI tools to deliver high-quality, 24/7 customer support
Voice of the Customer: Bring deep customer insights to the company, using data and compelling narratives to influence strategy and product direction
Cross-Functional Alignment: Drive programs in alignment with Product, Engineering, Risk/Compliance, Legal, Marketing, and Revenue, that increase activation, adoption, and retention
Business & Financial Leadership: Operate CX as a business within the business, managing the budget and delivering cost-effective, high-quality service that optimizes for customer value

What we offer

Equity
Benefits

Fulltime

Senior Customer Experience Manager

We are seeking a Senior Customer Experience Manager to lead initiatives that enh...

Location

Poland , Warsaw

Salary:

Not provided

Stuart

Expiration Date

Until further notice

Requirements

Proven experience in Customer Experience, BPO Operations, or Process Improvement roles
Strong expertise in process mapping, workflow design, and identifying opportunities for automation
Hands-on experience using automation, chatbot, or customer engagement platforms such as Intercom or similar tools
Proficiency with data visualisation tools, ideally Superset (or Power BI, Looker, Tableau)
Strong analytical mindset and ability to translate data insights into operational strategies
Understanding of AI and automation concepts, including distinctions between Machine Learning and Generative AI (e.g. be able to explain prompt management, context windows, retrieval augmented generation)
Demonstrated project management and cross-functional collaboration experience
Fluency in English (spoken and written) is required
SQL or equivalent data query experience is a plus

Job Responsibility

Conduct deep-dive analyses into client and courier experience data to identify patterns, pain points, and improvement opportunities
Design, document, and optimise workflows and process maps to enhance service delivery and operational performance
Partner with the Automation team to develop and implement automation initiatives, including chatbot design and workflow automation
Build and maintain reporting dashboards in Superset (or similar BI tools) to track CX and operational performance
Assess and communicate the impact of automation on key experience metrics such as Contact Rate, CSAT, and Cost
Collaborate with Product, Data, and Operations teams to create data-driven solutions that simplify the customer journey
Champion the use of automation and engagement tools (e.g., Intercom, Zendesk or similar) to deliver efficient and personalised support experiences

What we offer

Meal Vouchers (40zł daily)
Stuart Academy, offering a wide range of upskilling and development opportunities
Wellness Allowance with our partner Juno 171 zł / month
Private healthcare provided by Luxmed
Work-from-Abroad policy (enjoy 30 days per year working from anywhere!)

Fulltime

Head of Customer Service - Global

As we scale across Southeast Asia and beyond, Cogoport’s mission is to transform...

Location

Singapore , Singapore

Salary:

Not provided

Cogoport

Expiration Date

Until further notice

Requirements

MBA from a reputed institution (Bachelor’s in Business or Engineering preferred)
10+ years in service leadership roles across customer operations, success, or support
At least 3 years in logistics, freight forwarding, or international supply chain experience (preferred)
Deep knowledge of CX design, service operations, and contact center management
Lean Six Sigma Black Belt certification preferred
strong track record of process optimization
Visionary yet execution-driven — someone who can scale from 0 to 1, then 1 to 100
Strong communicator, people leader, and cross-functional collaborator
Empathy-first mindset paired with data-driven decision-making

Job Responsibility

Own the strategy and execution of the entire Customer Service function across Southeast Asia
Build and lead a high-performing team spanning Booking Desk, Documentation Control, and Escalation Management
Set and improve KPIs including CSAT, NPS, First Response Time, Resolution SLA, and Retention Rate
Implement Lean, Six Sigma, and automation best practices to remove inefficiencies and scale effortlessly
Drive cross-functional initiatives with Product, Ops, Tech, and Sales to ensure end-to-end customer satisfaction
Create structured escalation management and issue resolution frameworks with internal and external stakeholders
Monitor VOC (Voice of Customer) insights and use them to refine playbooks, process flows, and journey maps
Represent Customer Success in leadership meetings and proactively drive product/process improvements based on service feedback

What we offer

A leadership seat to design and scale customer service across Southeast Asia
Access to digital customer experience tooling and automation infrastructure
A global team culture that values experimentation, empathy, and ownership
Fast-paced environment with autonomy to build and lead from the front
A chance to transform how customers experience global logistics — and build a legendary service organisation

Fulltime

Strategic Account Executive

Crescendo is seeking a Strategic Account Executive to own and expand relationshi...

Location

United States , Remote with preference to NYC

Salary:

Not provided

Crescendo

Expiration Date

Until further notice

Requirements

10+ years of experience selling SaaS, CX, AI, or related technology solutions
Strong record of closing complex, multi-million-dollar deals and driving growth within large organizations
Expertise in building and executing multi-year account strategies, expanding share of wallet, and navigating matrixed organizations at scale
Ability to lead high-stakes, strategic discussions with C-level stakeholders and translate client priorities into Crescendo solutions
Exceptional executive presence and interpersonal skills
adept at creating trust and credibility across large, complex buying committees
Self-starter comfortable operating in a fast-moving, high-growth environment where agility and creativity are key
Deep understanding of customer experience trends and the competitive technology landscape across multiple sectors

Job Responsibility

Own & Grow Key Accounts: Build deep, strategic relationships with decision-makers across CX, digital, operations, and IT. Develop multi-year growth plans to expand Crescendo’s footprint within these accounts
Strategic Solution Selling: Position Crescendo’s Augmented AI platform as a mission-critical solution for challenges such as omnichannel CX, workforce scalability, and operational efficiency. Tailor proposals to highlight ROI and category leadership
Executive Engagement: Cultivate trust with C-level and senior executives, becoming a go-to advisor on industry trends in AI, automation, and next-generation customer experience
Cross-Functional Collaboration: Partner with product, marketing, and delivery teams to ensure Crescendo’s solutions align with each client’s long-term vision and are flawlessly executed post-sale
Market Expansion: Identify whitespace opportunities within existing accounts and lead Crescendo’s push into new lines of business or adjacent markets
Quota Ownership: Consistently exceed revenue targets while maintaining a high standard of client satisfaction and account health
Thought Leadership: Represent Crescendo at key AI, CX, and technology events, sharing insights, case studies, and best practices to reinforce Crescendo’s position as the leader in AI-powered CX

Fulltime

Strategic Account Executive – West

Crescendo is seeking a Strategic Account Executive to own and expand relationshi...

Location

United States

Salary:

Not provided

Crescendo

Expiration Date

Until further notice

Requirements

10+ years of experience selling SaaS, CX, AI, or related technology solutions
Strong record of closing complex, multi-million-dollar deals and driving growth within large organizations
Expertise in building and executing multi-year account strategies, expanding share of wallet, and navigating matrixed organizations at scale
Ability to lead high-stakes, strategic discussions with C-level stakeholders and translate client priorities into Crescendo solutions
Exceptional executive presence and interpersonal skills
adept at creating trust and credibility across large, complex buying committees
Self-starter comfortable operating in a fast-moving, high-growth environment where agility and creativity are key
Deep understanding of customer experience trends and the competitive technology landscape across multiple sectors

Job Responsibility

Own & Grow Key Accounts: Build deep, strategic relationships with decision-makers across CX, digital, operations, and IT. Develop multi-year growth plans to expand Crescendo’s footprint within these accounts
Strategic Solution Selling: Position Crescendo’s Augmented AI platform as a mission-critical solution for challenges such as omnichannel CX, workforce scalability, and operational efficiency. Tailor proposals to highlight ROI and category leadership
Executive Engagement: Cultivate trust with C-level and senior executives, becoming a go-to advisor on industry trends in AI, automation, and next-generation customer experience
Cross-Functional Collaboration: Partner with product, marketing, and delivery teams to ensure Crescendo’s solutions align with each client’s long-term vision and are flawlessly executed post-sale
Market Expansion: Identify whitespace opportunities within existing accounts and lead Crescendo’s push into new lines of business or adjacent markets
Quota Ownership: Consistently exceed revenue targets while maintaining a high standard of client satisfaction and account health
Thought Leadership: Represent Crescendo at key AI, CX, and technology events, sharing insights, case studies, and best practices to reinforce Crescendo’s position as the leader in AI-powered CX

Fulltime

Vp, Customer Service Operations & Monitoring

We’re seeking an enterprise-level operational executive to lead two of the most ...

Location

United States

Salary:

270000.00 - 290000.00 USD / Year

SimpliSafe

Expiration Date

Until further notice

Requirements

10+ years leading senior leaders in large-scale, multi-layered service operations (contact centers, monitoring centers, emergency response, consumer experience organizations, or similar environments)
Demonstrated success driving excellence across distributed teams serving millions of customers or transactions, with a strong focus on end-to-end consumer experience
Deep experience influencing the functions that enable operational success (WFM, QA, L&D, routing, analytics) through their respective leaders, ensuring a consistent and high-quality consumer journey
Strong track record of partnering with Technology and AI teams on automation, virtual agents, and large-scale operational workflows that elevate both efficiency and consumer experience
Advanced analytical, financial, and operational judgment with the ability to synthesize KPIs into actionable strategy that improves performance and consumer outcomes
Steady, decisive leadership style suited to high-stakes, fast-moving, safety-critical environments, with a commitment to delivering an exceptional consumer experience at scale

Job Responsibility

Lead and develop the senior leadership teams overseeing the CX Contact Center (~500 internal FTEs + ~400 BPO) and the Monitoring Center (~200 internal FTEs + 800K subscribers supported via wholesale monitoring partner)
Set long-term strategic direction for large-scale service operations, translating enterprise goals into operational roadmaps
Build a unified culture of accountability, trust, coaching, and continuous improvement across distributed, high-volume environments
Strengthen leadership capability through executive development, succession planning, and rigorous talent evaluation
Guide senior leaders of support, loyalty, and sales operations to deliver exceptional service levels, customer satisfaction, and business outcomes
Direct the senior leadership of the Monitoring Center to ensure accuracy, dispatch quality, emergency readiness, and compliance across 24/7 operations
Ensure both organizations operate with consistency, clarity, and operational discipline while managing high transaction volume and rapid change
Lead the senior leaders accountable for Workforce Management, Quality, Learning & Development, and Channel Strategy to ensure their teams are enabling operational success
Influence how WFM forecasting, capacity planning, and staffing strategies support organizational targets
Ensure QA insights, L&D programs, and operational analytics are effectively leveraged by CC and Monitoring leadership teams

What we offer

A mission- and values-driven culture and a safe, inclusive environment where you can build, grow and thrive
A comprehensive total rewards package that supports your wellness and provides security for SimpliSafers and their families
Free SimpliSafe system and professional monitoring for your home
Employee Resource Groups (ERGs) that bring people together, give opportunities to network, mentor and develop, and advocate for change
Participation in our annual bonus program, equity, and other forms of compensation, in addition to a full range of medical, retirement, and lifestyle benefits

Fulltime

New

Zendesk Administrator

As the Operations Enablement Specialist, you will play a pivotal role in managin...

Location

Honduras , San Pedro Sula or Tegucigalpa

Salary:

Not provided

PartnerHero

Expiration Date

Until further notice

Requirements

Zendesk Admin Certification
Proven experience owning and administering a complex Zendesk instance
Strong hands-on knowledge of Zendesk configuration (triggers, automations, SLAs, forms, roles)
Experience managing CX tools and integrations
Ability to design scalable workflows that reduce manual work and improve response times
Hands-on experience with reporting, dashboards, and CX metrics (Solved tickets, SLA, CSAT, response and resolution times)
Comfortable serving as the primary point of contact for CX tooling issues and escalations
Experience partnering with WFM or Operations to ensure coverage aligns with demand and protects SLAs
Strong communicator with a practical, systems-thinking mindset

Job Responsibility

Configure Zendesk settings, including ticket forms, automations, triggers, macros, and user roles, to align with business requirements and best practices
Manage user accounts, permissions, and access levels for agents, supervisors, and administrators
Monitor system performance, troubleshoot issues, and collaborate with Zendesk support as needed to resolve technical problems
Oversee all other tools utilized by the CX team for chat, live channels, and other customer interaction platforms
Configure and optimize settings within these tools to ensure seamless integration with Zendesk and other systems
Stay informed about new features, updates, and best practices in these tools and recommend opportunities for expansion or enhancement
Analyze current support processes and workflows to identify opportunities for optimization and automation within Zendesk and other customer experience tools
Implement and refine workflows, ticket routing rules, and SLA policies to streamline support operations and improve response times
Regularly review and update knowledge base articles and self-service resources to ensure accuracy and relevance
Create custom reports and dashboards to track key performance metrics and KPIs

What we offer

Hybrid working arrangements
Competitive base salary
Access to free posture-based fitness workouts from home
Be part of a people-first, values-driven organization
Work with innovative global partners and diverse teams
Training opportunities provided by Crescendo and outside entities
Attractive benefits package including medical, dental, and vision options that are applicable per country of residence for all our full-time employees
1-on-1 coaching with feedback sessions, mentorship, and opportunities for cross-functional development

Fulltime

Cx automation & operations manager

PartnerHero

Location:
Honduras , San Pedro Sula or Tegucigalpa

Category:
IT - Administration

Contract Type:
Not provided

Salary:

Job Description:

Job Responsibility:

Requirements:

Nice to have:

Additional Information:

Job Posted:
January 02, 2026

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