Solace

Senior Manager, Prospect Experience

Solace

full-time

Posted on:

Location Type: Remote

Location: Remote • 🇺🇸 United States

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Job Level

Senior

About the role

  • Lead and develop a team of managers overseeing a growing team of ~30 CX agents, including weekly 1:1s, coaching sessions, and performance reviews.
  • Set clear expectations and build onboarding programs, training, and playbooks to drive quality, productivity, and customer satisfaction.
  • Own the prospect experience by designing and refining workflows from initial contact through scheduling.
  • Develop conversion-focused scripts, messaging, and FAQs while monitoring and improving key metrics (SLA, CSAT, conversion rate, QA, and adherence).
  • Partner with QA and Training to ensure consistent, high-quality interactions.
  • Build scalable SOPs, reporting frameworks, and processes for the prospect pod.
  • Collaborate with Workforce Management on capacity planning and forecasting.
  • Identify inefficiencies, remove blockers, and implement targeted improvements.
  • Ensure effective use of tools including Zendesk, phone systems, and AI assistants.
  • Work cross-functionally with Product, Marketing, and Clinical Operations to create a seamless prospect journey and share insights from prospect conversations to influence product and marketing decisions.

Requirements

  • 5 to 7 years of experience in senior CX, support, operations, or customer-facing team leadership.
  • Experience managing managers and large teams.
  • Strong operational mindset with a track record of driving performance against KPIs.
  • Comfortable building new teams, processes, and structures in a fast-growing environment.
  • Excellent communication, coaching, and relationship-building skills.
  • Data-driven decision maker who cares deeply about customer experience.
  • Experience in healthcare or startups.
  • Familiarity with Zendesk, QA tools, WFM platforms, or AI-enabled CX tools.
Benefits
  • Health insurance
  • Paid time off
  • Remote work options

Applicant Tracking System Keywords

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

Hard skills
performance metricsSLACSATconversion rateQAadherencecapacity planningprocess improvementdata-driven decision makingonboarding programs
Soft skills
leadershipcoachingcommunicationrelationship buildingoperational mindsetproblem solvingcollaborationtrainingperformance managementcustomer satisfaction