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

New

Global Program Lead- Support Tooling Programs & Enablement

The Global Program Lead – Support Tooling Programs & Enablement is responsible f...

Location

India , Bangalore; Hyderabad

Salary:

Not provided

Uber

Expiration Date

Until further notice

Requirements

8+ years of experience in support operations, technical support programs, operational program management, or customer experience operations
Bachelor's degree in Program Management, Operations, Logistics, Engineering, or a related field
2+ years of people management experience

Job Responsibility

Lead & program manage global programs on support tooling aimed at improving bug triage, outage handling, workflow consistency, and cross-team coordination
Drive automation and optimization opportunities in processes, tooling, and operational workflows
Collaborate broadly across Support Operations, Engineering, Product, Community Operations CX, and Quality teams
Serve as the operational voice—ensuring processes, workflows, and readiness plans support efficient bug and outage management
Build strong communication channels and feedback loops to drive continuous operational alignment
Lead and project manage the operational intake process for new work, rollouts, new workflows, and operational changes for support tooling
Oversee the design, standardization, and optimization of end-to-end support processes across multiple support tooling products/features, ensuring consistency, quality and efficiency
Drive continuous improvement initiatives to eliminate friction, reduce cycle time, and improve quality of investigations and escalations
Evaluate operational tools and collaborate with partners to improve process scalability and usability
Own operational KPI frameworks, performance scorecards, dashboards, and health reviews for the GFX support tooling team

Fulltime

Senior Manager, CX Operations

Glean is seeking a Senior Manager, CX Operations to own the data, operations, an...

Location

United States , San Francisco

Salary:

200000.00 - 240000.00 USD / Year

Glean

Expiration Date

Until further notice

Requirements

5+ years of experience in CX Operations, Revenue Operations, or related GTM operations roles, ideally in B2B SaaS
Track record of building or materially improving CS systems and processes (health scoring, renewals forecasting, playbooks, segmentation) and demonstrating measurable impact on retention, expansion, or health
Strong understanding of key post-sales metrics and leading indicators
Experience operating in high‑growth or startup environments where you’ve had to build structure in ambiguity

Job Responsibility

Help build our post‑sales strategy, including defining core CX roles and responsibilities, driving segmentation and coverage decisions, and owning capacity planning
Shape the long‑term CX operating strategy by designing and maintaining the CX metrics backbone, including dashboards and reporting for key health, retention, and expansion metrics
Implement and run key post‑sales cadences such as renewals forecasting, capacity and coverage reviews, and churn‑risk and health reviews, delivering business reviews with data‑driven insights on customer outcomes and performance
Design and refine end‑to‑end CX workflows across onboarding, implementation, adoption, risk management, expansion, and renewal, clarifying ownership, handoffs, and SLAs across CX roles
Define and track leading indicators of customer health, adoption, and risk, surfacing clear alerts and views to CX leadership and frontline teams
Identify and execute opportunities for automation and capacity unlock, embedding AI‑first workflows into CX operations—including using Glean at Glean—to remove manual work and scale impact
Own the CX tooling stack for data and insights, partnering with RevOps, Systems, and CS leadership to ensure platforms are configured to support an efficient, insight‑driven customer journey
Be the voice of post‑sales in cross‑functional GTM and product decisions

What we offer

Medical, Vision, and Dental coverage
generous time-off policy
opportunity to contribute to your 401k plan
home office improvement stipend
annual education and wellness stipends
vibrant company culture through regular events
healthy lunches daily

Fulltime

Customer Experience Enablement Leader

As our customer base expands across regions and industries, we are committed to ...

Location

United States , New York

Salary:

205000.00 - 240000.00 USD / Year

Notion

Expiration Date

Until further notice

Requirements

Proven experience (8+ years) in CX enablement, support operations, or customer experience management, preferably in a high-growth SaaS, AI, or technology environment
Demonstrated success creating and scaling customer support training programs and knowledge management systems for both internal and BPO/vendor teams
Deep familiarity with CX knowledge management best practices, including content strategy, knowledge base architecture, and self-service enablement
Hands-on experience managing Learning Management Systems (LMS) and enthusiasm for leveraging new tools and AI technologies to improve team effectiveness
Strong analytical and problem-solving skills with a data-driven approach to measuring and improving core CX metrics (CSAT, time to resolution, agent productivity, etc.)
Exceptional communication, stakeholder management, and cross-functional collaboration abilities
Experience working across global offices and optimizing for cultural nuance in customer experience and training
Track record of coaching and developing high-performing teams
You don’t need to be an AI expert, but you’re curious and willing to adopt AI tools to work smarter and deliver better results

Job Responsibility

Lead the CX Enablement function for User Operations, setting vision and strategy for internal learning, training, knowledge management, and launch readiness across all support channels
Build and grow a high-performing team—recruit top talent, run regular 1:1s and development conversations, and establish clear role expectations and career pathing
Provide strategic guidance and support to a team of instructional designers as they deliver scalable training programs for internal and outsourced support agents, ensuring readiness across technical, billing, and account access scenarios
Oversee the development and maintenance of CX knowledge bases and playbooks, leveraging industry best practices to ensure content is accurate, up-to-date, and easily accessible
Leverage AI workflows to drive CX-wide efficiency by automating repetitive tasks, synthesizing information across documents, and streamlining operational processes
Track, report, and drive improvements in core CX metrics, tying them directly to existing enablement programs and partnering with Direct Support regional leaders and vendor operations teams to implement targeted enablement interventions
Manage sprint planning, prioritization, and the enablement budget (training, tools, contractors), driving operational excellence and making thoughtful trade-offs between strategic bets and urgent needs
Develop a framework for CX launch readiness and coach the team to execute it—defining standards, unblocking cross‑functional dependencies, and ensuring the team has the resources and support to deliver
Coach, mentor, and develop a high-performing, high-trust team, fostering a culture of collaboration, candid feedback, and operational excellence

Fulltime

Payments & Risk Operations Senior Manager - Global

The Payments & Risk Operations Manager is a senior, strategic, and highly accoun...

Location

Ireland; United Kingdom

Salary:

Not provided

Phorest

Expiration Date

Until further notice

Requirements

10+ years in payments, fintech, risk, or global operations, including people leadership experience
Deep expertise in payments processing, merchant acquiring, payouts, fraud/chargebacks, and compliance across multiple regions
Proven ability to design and scale global operating models, processes, and automation
Strong understanding of payments partners (e.g., Stripe) and the commercial, technical, and operational dynamics of PSP ecosystems
Highly data-driven with strong analytical and KPI design skills, experienced in using insights to drive decisions and outcomes
Solid financial acumen, including cost of acceptance, loss forecasting, and revenue/retention impact of payments
Strategic, systems-level thinker with strong executive presence—able to set long-term direction, build scalable frameworks, and influence senior leaders without authority, and make balanced, values-led decisions that align risk, customer experience, and commercial outcomes
Experienced leader of specialists who builds capability, develops future leaders, and drives high performance through clear expectations, coaching, and continuous improvement
Exceptional collaborator who aligns and uplifts regional teams through influence, strong relationships, and open, values-led communication

Job Responsibility

Product delivery: Collaborate with Pay Product and Commercial to support the rollout of PhorestPay product and features
Payment & Risk Partner management: Own the global payments partner ecosystem strategy, including partner selection, contract negotiation, operational governance, and performance management
Mitigate loss of revenue through developing a scalable risk operations function
Establish the governance model for incident management ensuring rapid cross functional response and prevention, managing incidents and service degradations
Efficiency & Process Optimisation: Establish, communicate and continuously evolve the global Payments & Risk Operations Strategic Vision, ensuring it aligns with Phorest objectives and is translated into regional plans and outcomes
Co-own the end-to-end customer journey perspective for payments with Global Customer Operations, ensuring Customer Ops processes (support, onboarding, education, migrations, complex activations) always account for payments and risk requirements
Continuously identify, assess and optimise cross-journey processes (support, onboarding, education, and data migrations) with the lens of payments
Own automation and process optimisation initiatives, ensuring workflows reduce friction and improve service delivery, enabled by the Business Systems team
Track and report measurable improvements
Cross-Departmental-Region Collaboration: Partner deeply with the Global Head of Customer Operations and their domain leads to embed payments/risk into global CX operating systems, including planning cycles, VoC rhythms, enablement content, and regional health reviews

What we offer

Private healthcare
2 Wellness Days
Employee assistance program
Free online GP service
Competitive Compensation
Employee Share Purchase Scheme
Pension
Life Assurance
Income Protection
Bike to work scheme

Senior Manager, Operational Excellence & Strategy

We are building the operational engine required to scale the Fellow Experience o...

Location

United States , San Francisco

Salary:

160000.00 - 200000.00 USD / Year

Handshake

Expiration Date

Until further notice

Requirements

4–6 years of experience in management consulting, business operations, CX strategy, or operations roles in fast-scaling environments
Strong analytical skills with experience building forecasting models, capacity plans, and performance dashboards
Comfort working directly with data, including advanced Excel or Google Sheets
SQL or similar experience preferred
Demonstrated ability to design and implement operational systems
Experience working cross-functionally with Engineering, Product, and Design teams
Ability to structure ambiguous problems and translate them into clear execution plans
Experience supporting or optimizing large frontline or workforce-driven teams is a strong plus
Comfortable influencing senior stakeholders without formal authority
High ownership, low ego, and willingness to operate at both strategic and detailed levels

Job Responsibility

Design and improve the operating model that supports a large global support team and scaled community and program delivery
Work closely with Engineering, Product, and Design to ensure tools and workflows support evolving AI projects and Fellow needs
Identify breakdowns in the Fellow lifecycle and implement process improvements
Translate strategic changes into clear operational guidance for frontline teams
Build forecasting and staffing models across geographies and projects
Translate growth plans into hiring, coverage, and workforce allocation decisions
Track productivity, ramp time, and cost efficiency
Partner on onboarding and ramp frameworks to improve time to productivity
Own support platform configuration and workflow design
Improve routing, escalation paths, and automation

What we offer

Equity in a fast-growing company
401(k) match, competitive compensation, financial coaching
Paid parental leave, fertility benefits, parental coaching
Medical, dental, and vision, mental health support, $500 wellness stipend
$2,000 learning stipend, ongoing development
Internet, commuting, and free lunch/gym in our SF office
Flexible PTO, 15 holidays + 2 flex days
Team outings & referral bonuses

Fulltime

Associate Director, US Tax Operations

As Associate Director of US Tax Operations, you will own and lead Deel’s end-to-...

Location

United States

Salary:

Not provided

Deel

Expiration Date

Until further notice

Requirements

7–10+ years of progressive experience in US tax operations, payroll tax compliance, or payroll operations, including: Multi-state and local tax complexity
Federal, state, and local filings and remittances
PEO and/or EOR operating models
3–5+ years of people leadership experience, managing managers and/or complex operational teams
Deep expertise in US employment tax compliance, controls, audits, reconciliations, and risk management
Hands-on experience with enterprise payroll and tax systems, including: Prism
MasterTax
Comparable payroll and tax engines
Proven ability to scale operations in high-growth, multi-product, or enterprise environments
Strong operational judgment with the ability to balance compliance, automation, client experience, and speed

Job Responsibility

Own the end-to-end US tax operating model across: US PEO tax operations
US EOR tax operations
Managed US employer payroll tax (external clients)
Self-service US employer payroll tax (external clients)
Deel internal US payroll tax operations
Define and execute the US tax operations strategy, including scalability plans, automation roadmap, vendor approach, and risk mitigation
Establish and maintain tax governance frameworks, controls, policies, documentation, and escalation models
Serve as a senior operational authority for US tax matters across leadership, product, legal, and risk forums
Partner with Legal, Risk, and Compliance to interpret regulatory changes impacting PEO, co-employment, and EOR models
Ensure accurate and compliant execution of: Federal, state, and local tax withholdings and remittances

What we offer

Stock grant opportunities dependent on your role, employment status and location
Additional perks and benefits based on your employment status and country
The flexibility of remote work, including optional WeWork access

Fulltime

Product Support Manager - M-Pesa Operations

The Product Support Manager is a key and strategic resource responsible for ensu...

Location

Tanzania, United Republic of , Dar Es Salaam

Salary:

Not provided

Vodafone

Expiration Date

Until further notice

Requirements

Bachelor’s degree in business, IT, Engineering, or related field
Professional certifications in project management, product management, or service operations are an added advantage
At least 5 years’ experience in mobile money, telecom, fintech, digital financial services, or product operations roles
Experience in customer experience improvement, process optimization, or operations management
Experience coordinating cross-functional teams and managing external partners

Job Responsibility

Proactively monitor and identify customer pain points across all M-Pesa journeys
Work closely with Customer Operations to address escalations, resolve friction points, and enhance service reliability
Ensure timely root-cause analysis and systemic fixes for recurring issues
Lead continuous improvement initiatives to strengthen customer satisfaction and reduce operational gaps
Coordinate operational readiness for all M-Pesa product launches and enhancements
Ensure new products/changes are thoroughly tested (UAT, SIT) and fully compliant with CX Gate standards
Maintain end-to-end visibility of product journeys and performance across channels
Identify manual or inefficient operational processes and drive automation solutions
Collaborate with Technology and Digital teams to implement tools that enhance speed, accuracy, and customer experience
Track and report automation benefits, including cost savings and process improvements

Strategy & Operations Associate

We’re looking for a high-potential Strategy Associate to join our Operations tea...

Location

Spain , Madrid

Salary:

Not provided

Fever

Expiration Date

Until further notice

Requirements

2–4 years of experience in top-tier consulting (MBB preferred) or similar high-performance environments
Strong problem-solving and analytical skills
Proven ability to structure ambiguous problems and drive execution
Interest or experience in AI / automation / operations optimization
Excellent communication skills and stakeholder management
High ownership and ability to operate in fast-paced environments
Engineering background is a plus

Job Responsibility

Challenge and redesign existing operational processes, with a strong focus on Quality Assurance and performance management
Identify and lead AI-driven initiatives to improve efficiency, automation, and customer satisfaction
Drive end-to-end transformation projects, from problem definition to implementation
Partner with cross-functional teams (Product, Data, CX, Ops) to roll out scalable solutions
Contribute to strategic initiatives such as: Regional scaling and operational expansion
Self-service and automation strategies
Productivity and cost optimization
Translate insights into actionable recommendations with company-wide impact (supporting a team of 300+ people)

Fulltime

Select Country

Cx automation & operations manager

Job Description

Job Responsibility

Requirements

Nice to have

What we offer

Looking for more opportunities?