Serve Robotics

Customer Experience Manager

Serve Robotics

full-time

Posted on:

Location Type: Remote

Location: United States

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Salary

💰 $120,000 - $145,000 per year

About the role

  • Serve as the primary point of contact for the external CX and Tier 1 and 2 Technical support vendor (S), ensuring alignment on performance expectations, quality standards, and compliance with documented operational procedures.
  • Lead the end-to-end Response Management process, including root cause analysis, documentation quality, escalation coordination, and timely resolution to maintain a high customer experience standard.
  • Partner with the vendor to develop, implement, and continuously refine standardized training, certification, and quality assurance processes for CX agents.
  • Hold the vendor accountable to SLA, QA, CSAT, and accuracy targets, escalating risks proactively.
  • Own recurring performance reporting for CX and Technical Support operations, leveraging ThoughtSpot to identify trends, assess performance drivers, and identify opportunities for improvement.
  • Manage and interpret CX and Technical Support data to uncover patterns in customer behavior, agent performance, and systemic root causes.
  • Translate insights into structured recommendations for Product, Engineering, QA, and Operations to support roadmap decisions and workflow improvements.
  • Maintain clear visibility into vendor operational health and highlight risks before they become problems.
  • Develop, document, and maintain CX and technical support related standard operating procedures for agent workflows, incident handling, quality reviews, and escalation pathways.
  • Ensure all process updates follow rigorous change management and document control practices to maintain operational reliability and compliance.
  • Work cross-functionally with Product, Engineering, QA, and Operations teams to evaluate tools, refine workflows, update training materials, and collaborate with a direct supervisor on continuous improvement initiatives.
  • Lead operational readiness for new products, features, and processes by ensuring vendor and internal teams are aligned and equipped.

Requirements

  • Bachelor's degree in Business, Operations, Analytics, or a related field
  • 4+ years of experience in CX operations, vendor management, service delivery, or a related operational function in a fast-paced, data-driven environment.
  • 3+ years of experience managing third party vendor relationships in customer experience, tier 1 and tier 2 technical support, and other operational functions, while driving accountability through metrics and structured feedback.
  • Strong analytical skillset with proficiency in Google Sheets, Jira, and ThoughtSpot (or equivalent BI tools).
  • Experience designing and improving operational processes using data, stakeholder input, and structured problem-solving.
  • Familiarity with change management and document control practices in operational or technical environments.
  • Strong communication skills, with the ability to convey complex data and operational issues and recommendations to diverse audiences.
  • Ability to occasionally work evenings, weekends, and holidays when operational demands require.
  • International Travel to visit vendor site(s) once a quarter is expected.
  • Preferred Experience, Qualifications, and Skills:
  • Experience guiding the setup, operation, and management of contact center solutions.
  • Experience working with third-party vendors or remote teams.
Benefits
  • Offers Equity 📊 Check your resume score for this job Improve your chances of getting an interview by checking your resume score before you apply. Check Resume Score
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
CX operationsvendor managementservice deliverydata analysisoperational process designchange managementdocument controlperformance reportingroot cause analysisquality assurance
Soft Skills
analytical skillscommunication skillsproblem-solvingstakeholder managementcross-functional collaborationleadershipaccountabilitytraining developmentcustomer experience focusoperational readiness