Customer Experience Support Manager

Job Description

Job Description

BASE COMPENSATION: $70,000 - $77,000 annually
LOCATION: Scottsdale, AZ
WORKPLACE SETTING: Onsite

POSITION SUMMARY
The 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. You are the subject matter expert our BPO partner relies on, the escalation quarterback our internal team trusts, and the data storyteller who keeps CX leadership informed and ahead of the curve.

This is not a passive coordinator role. You bring structured thinking, workflow discipline, and an obsession with performance data to everything you touch. 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

ABOUT 10X HEALTH SYSTEM
10X Health System is a pioneering company at the forefront of the health and wellness industry, dedicated to revolutionizing the way individuals approach their personal health and well-being. With a philosophy rooted in the principle that optimal health is the foundation for a life lived to the fullest, 10X Health provides cutting-edge solutions and personalized health plans designed to empower individuals to achieve and maintain peak physical and mental performance.

The company's comprehensive approach to health combines the latest advances in medical science, nutrition, fitness, and technology to offer a suite of services that include state-of-the-art diagnostic testing, individualized treatment protocols, and ongoing support from a team of world-class health professionals. 10X Health's commitment to innovation and results has established it as a leader in the health optimization space, catering to those who strive to push the boundaries of what is possible in their health journey.

OBJECTIVES
BPO Partnership & Liaison

• Serve as the primary day-to-day point of contact between 10X Health and the outsourced Tier 1 contact center, managing the operational relationship and holding the BPO accountable to SLAs and performance standards
• Lead regular cadence meetings with the BPO (daily standups, weekly/monthly business reviews) to communicate policy changes, product updates, and performance expectations
• Translate new products, programs, and protocols into training-ready content for Tier 1, coordinating with BPO training leads to ensure timely rollout and comprehension

Content & Process Ownership

• Own all customer-facing content: scripts, FAQs, knowledge base articles, job aids with escalation trees, and SOPs — keeping them current, accurate, and unmistakably 10X
• Design, document, and continuously improve end-to-end workflows spanning Tier 1 intake, internal escalation routing, and resolution handoff
• Identify recurring Tier 1 failure points and drive cross-functional root-cause resolution with Product, Clinical, and Operations
• Maintain and update internal escalation playbooks, ensuring consistency and speed in handling complex patient concerns

Data Analysis, Reporting, & Metrics

• Own the T1 CX metrics dashboard — define, build, and maintain reporting across handle time, first contact resolution, escalation rate, QA scores, and BPO adherence
• Conduct weekly and monthly performance analyses, identifying trends, anomalies, and leading indicators before they become problems
• Deliver structured performance reports to CX leadership with clear insights, variance analysis, and actionable recommendations — not just raw numbers
• Monitor and calibrate Tier 1 quality through call audits and QA scorecards; deliver structured feedback to BPO leadership and track improvement over time
• Use data to make the case for process changes, staffing adjustments, and technology investments — you speak fluent metrics in cross-functional settings
• Build automated reporting workflows that reduce manual effort and increase accuracy

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Escalation Management

• Manage and triage escalations from Tier 1, building workflows to ensure routing complex cases to the appropriate internal team and ensuring timely, high-quality resolution
• Partner with the internal escalation team to define escalation criteria, workflows, and feedback loops that drive continuous Tier 1 deflection improvement
• Surface trending customer feedback patterns to relevant stakeholders, advocating for the customer perspective in product and process decisions

COMPETENCIES

• Contact center operations expert — BPO management, escalation frameworks, quality assurance, data analysis and workforce planning are second nature to you
• Advanced data and reporting skills: you build dashboards, run trend analyses, and translate contact center metrics into executive-ready insights
• Business process architect: you map workflows, find friction, and design cleaner systems — documentation is a strength, not an afterthought
• Leverage Ai and other automation tools to ensure maximum efficiency
• Solid professional judgement: you understand the strategic business direction/goals and are able to consistently make tactical decisions to address critical issues
• Strong content instincts: you see a gap in a script or SOP and close it before it becomes a trend
• Communicates with clarity and authority across levels — from BPO floor supervisors to CX management
• Operates well in ambiguity and moves fast; you don't wait for perfect information to take action
• Genuinely aligned with the 10X Health mission — optimal wellness changes lives, and you bring that conviction to every interaction and process you build

EDUCATION & EXPERIENCE

• REQUIRED: 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
• Associate's degree or higher preferred; equivalent experience considered
• EMR or health-tech environment experience a plus, but not required
• Hours: Full-time – shifts could vary between 6am – 8pm local time. Generally M-F but occasional weekend hours may be required. Shift allocation will be determined by business staffing needs

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​​​​​​​ PHYSICAL REQUIREMENTS

• Prolonged periods of sitting at a desk

COMMITMENT TO DIVERSITY
As an equal opportunity employer committed to meeting the needs of a multigenerational and multicultural workforce, 10X Health System recognizes that a diverse staff, reflective of our community, is an integral and welcome part of a successful and ethical business. We hire local talent at all levels regardless of race, color, religion, age, national origin, gender, gender identity, sexual orientation, or disability, and actively foster inclusion in all forms both within our company and across interactions with clients, candidates, and partners. If you require any accommodations during the application process or have any questions, please contact View email address on us.fitly.work.

NO SOLICITATION POLICY
10X Health does not accept unsolicited resumes, calls, or communications from staffing agencies or third-party recruiters. Any such submissions will be considered the sole property of 10X Health and will not obligate the company to pay any fees. Please refrain from contacting us regarding this posting.
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