Our partner is looking for a CX Operations Manager based in Spain. 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 environment is fully remote, high-trust, fast-moving, and designed for someone who takes initiative and stays several steps ahead. 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 sessions, coaching, performance improvement plans, and agent development. - Requirements: - 5+ years of experience in Customer Experience, Customer Support Operations, CX Operations, Quality Assurance, Training, Knowledge Management, or a closely related field. - 2+ years of management experience, or equivalent experience in an independent contributor role with significant ownership and responsibility. - Strong analytical skills and demonstrated experience interpreting CX performance reporting, including CSAT, quality scoring, contact drivers, first response time, and resolution quality. - Hands-on experience with customer support platforms such as Gladly, Zendesk, Gorgias,

📌 Operational Technology Manager (España)
🏢 Jobgether
📍 España