Associate Manager, CX Workforce Operations

About the role

Warby Parker is seeking an Associate Manager, CX Workforce Operations to enhance our exceptional customer experience through effective workforce operations.

Responsibilities

• Collaborate with Senior Manager, External Partnerships to collect, categorize, and track performance feedback for partner teams, maintaining visibility into individual and team-level trends and addressing issues that require leader intervention.
• Lead regular performance review cadences with partner leadership by presenting data-backed insights and identifying areas for improvement.
• Evaluate the effectiveness of partner workflows and training initiatives, proactively identifying opportunities to improve workflows and performance structures.
• Collaborate with the Manager, CX Workforce Management to monitor interaction volume and real-time staffing to maximize service levels.
• Produce regular performance metric reports and advisor productivity analyses to ensure leadership has reliable data.
• Define and document CRM routing rules to ensure logic reflects current skill sets and customer experience priorities.
• Design a regular cadence of routing rule testing to validate performance and drive improvements in first-contact resolution.

Requirements

Strong analytical thinker with experience working with large datasets and identifying performance trends.

Experienced with workforce management and CRM platforms such as Aspect, Salesforce, or AWS Connect.

Skilled communicator able to engage confidently with internal leadership and partner operations teams.

Proactive and solutions-oriented professional with a track record of identifying and resolving operational opportunities.

Hightly organized individual capable of managing multiple reporting cycles and testing cadences simultaneously.

Backed by 3+ years of professional experience in customer service operations and performance analytics.

Hands-on experience with Aspect and AWS tools.

Experience collaborating with Voice of the Customer teams to align qualitative insights with quantitative metrics.

Background in managing external partner relationships or vendor management.

Qualifications

3+ years of professional experience in customer service operations and performance analytics.

Hands-on experience with Aspect and AWS tools.

Experience collaborating with Voice of the Customer teams to align qualitative insights with quantitative metrics.

Background in managing external partner relationships or vendor management.

Skills

Strong analytical thinking.

Experience with workforce management and CRM platforms.

Effective communication skills.

Solutions-oriented approach.

Highly organized.

Benefits

In compliance with local and state requirements, Warby Parker offers a comprehensive compensation package that includes a competitive base salary/hourly rate, variable compensation for eligible employees, health, vision, and dental insurance, life and AD&D insurance, paid sick leave, 1 paid holiday, 1 vacation day, retirement savings plan (401(k)), parental leave (non-birthing parents included), short-term disability, employee stock purchase plan, employee assistance program (EAP), bereavement support, optical education reimbursement, and free eyewear.

For part-time employees, Warby Parker offers EAP, employee stock purchase plan, free eyewear, and 2 paid sick leave days.