This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a CX Operations Manager based in India.

This is a high-impact customer experience operations role focused on building the systems that help support teams perform at their best.
You’ll own the knowledge, training, quality, and performance infrastructure that enables consistent and efficient customer interactions.
Working closely with BPO leadership, internal QA teams, and AI specialists, you’ll turn customer data into practical improvements across the support organization.
You’ll combine operational rigor with strong communication skills, creating clear processes and training programs that work across different teams and time zones.
The role offers significant ownership, with the chance to improve workflows, strengthen self-service, and identify new automation opportunities.
You’ll also use metrics such as CSAT, NPS, QA, FCR, and AHT to identify recurring issues and drive measurable improvements.
The environment is fully remote, high-trust, fast-moving,



and designed for someone who takes initiative and stays several steps ahead.

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Accountabilities:

• Own and maintain the customer experience knowledge base as a reliable, organized, accessible, and regularly audited source of truth.

• Design and deliver onboarding, training, and continuing education programs for new and experienced support agents, including virtual sessions across multiple time zones.

• Adapt training approaches to different learning styles, experience levels, and operational needs.

• Analyze CX performance metrics including CSAT, NPS, quality scores, first contact resolution, average handle time, contact drivers, and resolution quality to identify gaps and opportunities.

• Translate performance insights into specific improvements to workflows, processes, documentation, and agent enablement.

• Partner with internal QA teams and BPO leadership on calibration sess

📌 CX Operations Manager (India)
🏢 Jobgether
📍 India