Senior Manager, Customer Experience (CX) Operations & Performance

Senior Manager, Customer Experience (CX) Operations & Performance

Join The Contingent as our Senior Manager, Customer Experience (CX) Operations & Performance. In this key leadership role, you'll help shape the future of our Customer Experience function by driving operational excellence, performance, and continuous improvement. Partnering closely with the CX Senior Director and cross-functional leaders, you'll build scalable systems, optimize processes, leverage data-driven insights, and lead initiatives that enhance both customer outcomes and organizational impact.

We're looking for a strategic, analytical leader who is passionate about creating exceptional experiences, developing high-performing teams, and turning vision into action. If you thrive on solving complex challenges, driving change, and building operational excellence in a mission-driven environment, we'd love to hear from you.

CX Operations + Performance

• Oversee CX operations across states, channels, teams, and programs.
• Monitor lead volume, engagement, queue health, response times, and productivity to achieve organizational goals.
• Partner with the Senior Director of CX to establish performance goals and achieve lead engagement targets.
• Identify performance gaps and implement corrective actions, including staffing, workload, and process adjustments.
• Reinforce accountability for customer outcomes, operational performance, and service excellence.

Workforce Management

• Lead workforce planning, forecasting, scheduling, and capacity management across teams and states.
• Monitor productivity and performance data to identify staffing needs and coaching opportunities.
• Reallocate resources to maintain queue health, service levels, and lead engagement goals.
• Identify capacity constraints and recommend staffing or workflow adjustments.
• Partner with managers to address performance gaps and improve workforce effectiveness.
• Develop forecasts using lead volume, staffing capacity, trends, and demand projections.

Team Leadership + Management

• Lead, coach, and develop a high-performing team through clear expectations and accountability.
• Provide ongoing feedback, performance management, recognition, and development opportunities.
• Establish performance standards focused on customer outcomes, productivity, and operational excellence.
• Conduct performance reviews and support employee engagement and growth.
• Support complex customer inquiries and provide guidance to CX team members.
• Foster innovation and continuous improvement across the team.

Analytics, Reporting + Insights

• Own operational reporting and dashboards to provide visibility into performance.
• Analyze trends in lead engagement, response times, productivity, customer satisfaction, and queue health.
• Translate data into actionable insights and recommendations.
• Identify and address performance risks at the state, team, and individual levels.
• Improve reporting consistency, data quality, and usability across CX systems.

Process + Productivity Improvement

• Identify operational bottlenecks and root causes across people, processes, and technology.
• Implement process improvements that enhance productivity, scalability, and customer outcomes.
• Evaluate cross-functional workflows to reduce friction and improve performance.
• Partner with managers to optimize productivity and prioritize customer engagement.
• Leverage customer insights to improve CX strategies, processes, and digital responsiveness.
• Support organizational growth through scalable onboarding, training, and learning programs.

Launch + Program Execution

• Lead operational readiness for new programs, campaigns, initiatives, and state launches.
• Translate launch requirements into staffing, workflows, reporting, and training plans.
• Monitor post-launch performance and resolve operational issues.
• Partner cross-functionally to ensure successful implementation and sustained performance.

Leadership + Cross-Functional Partnership

• Serve as a strategic operational partner to CX leadership.
• Foster a culture of accountability, continuous improvement, and data-driven decision-making.
• Communicate priorities, risks, recommendations, and performance expectations across stakeholders.
• Represent The Contingent professionally and support high-priority customer needs as required.

Escalation Management

• Oversee the CX help desk and escalation process to ensure timely resolution.
• Monitor complex customer issues and coordinate resolution with internal and external partners.
• Identify recurring issues and recommend process improvements.
• Ensure clear ownership, documentation, and follow-through on escalated inquiries.

This role may include a degree of variability in responsibilities and duties as deemed by their supervisor. The Contingent employees should be prepared for a dynamic work environment.

Education and Experience:

• Bachelor's degree in business, sales, customer service, or a related field.
• Equivalent relevant work experience may be substituted for the degree requirement.
• 3+ years of supervisory or people leadership experience required.
• 4-5 years of experience driving customer outcomes required.
• 6+ years of CX experience with 3-5 years in a leadership or management role focused on operational efficiency, CX strategy, and data analytics.

Knowledge, Skills, and Abilities:

• Excellent communicator with strong written, verbal, and public speaking skills who is experienced in engaging with diverse internal and external audiences.
• Effective manager with a focus on being self-directed and goal-oriented, proactively collaborating externally and internally.
• Excellent organizational skills including attention to detail and multitasking skills.
• Experience in navigating CX and CRM management tools (Microsoft Dynamics 365, Salesforce, Freshdesk, etc.).
• Proficient in Microsoft Office applications (Word, Excel, PowerPoint, Outlook), experience with SharePoint and Microsoft Teams.
• Proficiency in Asana or other tasks and project management software is preferred.
• Comfortable working in a dynamic and rapidly changing environment; able to navigate and resolve ambiguity.
• Comfortable using data to drive decisions and outcomes.
• Experience in successfully working with a diverse group of cultures and socio-economic backgrounds, using multi-cultural intelligence, intentional listening, appreciation, and respect.
• Experience supporting teams of entry-level professionals and coaching rising leaders in their development.

Personal Qualifications:

• Commitment to the mission of The Contingent, including Every Child, and The Script.
• Relates well and works effectively with diverse groups of stakeholders who represent the range of ethnic, cultural, and socio-economic backgrounds.
• Ability to articulate a position on the importance of diverse community organizations (including faith communities, political organizations, businesses) engaging vulnerable children, youth, and families.
• Deep commitment to serving vulnerable kids, youth, and families and those in government who work with them.
• Deep commitment to increasing the diversity of leadership in the communities we serve.
• Possess cultural and emotional intelligence and an ability to work with a diverse group of leaders.
• Demonstrates a passion for operational, technical, and customer experience excellence.
• Continual growth mindset to develop and improve existing processes to enhance program efficiencies.
• Flexible and receptive to constructive feedback.
• Self-motivated leader that takes initiative.
• Adaptable to changing situations and processes.

Benefits:

• Comprehensive benefits including premium medical, vision, and dental insurance.
• Covered 100% for employees and partially (80%) for spouse and/or dependents.
• 19 paid holidays, with additional vacation, sick, bereavement and parental leave.
• 401(k) with a 5% (annual salary) match.

Employment Terms, Accountability, and Compensation:

• Full Time (40hrs) exempt annual salary offered at a range of $ 80,000 -$84,000 (estimated total compensation $ 90,000 94,000 ) doe.
• Starting placement will not exceed this starting pay range and is based on qualifications, experience, and internal equity.