Operations Manager, Customer Experience

This opportunity would be with Tools for Humanity.

Location: Manila, Philippines About the Role: As the Operations Manager for Worldcoin CX you will have the opportunity to manage the support analyst team. You will oversee the team's performance, productivity and quality. You will also work closely with our regional BPO partners to improve quality, performance and improve our user’s experience. Responsibilities:

• Oversee day-to-day operations, ensuring optimal productivity and quality of our Support Operations Analyst.
• Design and implement streamlined workflows for various issue types, optimizing agent responses, escalation paths, and onboarding processes.
• Develop comprehensive training materials and facilitate sessions for the Support Team and/or managed service providers.
• Assist in implementing and administering Support Operations tools for improved efficiency.
• Analyze data to inform content, workflows, product feedback, and provide meaningful insights to our product and engineering teams.
• Foster cross-functional collaboration to refine support processes and enhance the customer journey.

Requirements:

• Minimum 4 years of experience in fast-paced customer support, customer success, or business operations.
• Proven track record of managing full-time employees, contractors, or BPO/managed service providers for at least 2 years.
• Advanced Excel/Sheets proficiency.
• Experience collaborating with global teams, demonstrating strong cross-cultural communication skills.
• Ability to create end-to-end workflows for process optimization.
• Familiarity with support tools, CRMs, success metrics, and SLA data.
• Flexibility to travel up to 25% of the time.

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