Customer Experience Support Manager

About 10x Health System

10X Health System is a pioneering company at the forefront of the health and wellness industry, dedicated to revolutionizing the way individuals approach their personal health and well-being. With a philosophy rooted in the principle that optimal health is the foundation for a life lived to the fullest, 10X Health provides cutting-edge solutions and personalized health plans designed to empower individuals to achieve and maintain peak physical and mental performance. The company's comprehensive approach to health combines the latest advances in medical science, nutrition, fitness, and technology to offer a suite of services that include state-of-the-art diagnostic testing, individualized treatment protocols, and ongoing support from a team of world-class health professionals. 10X Health's commitment to innovation and results has established it as a leader in the health optimization space, catering to those who strive to push the boundaries of what is possible in their health journey.

OBJECTIVES

• BPO Partnership & Liaison
• Serve as the primary day-to-day point of contact between 10X Health and the outsourced Tier 1 contact center, managing the operational relationship and holding the BPO accountable to SLAs and performance standards
• Lead regular cadence meetings with the BPO (daily standups, weekly/monthly business reviews) to communicate policy changes, product updates, and performance expectations
• Translate new products, programs, and protocols into training-ready content for Tier 1, coordinating with BPO training leads to ensure timely rollout and comprehension

COMPETENCIES

• Contact center operations expert — BPO management, escalation frameworks, quality assurance, data analysis and workforce planning are second nature to you
• Advanced data and reporting skills: you build dashboards, run trend analyses, and translate contact center metrics into executive-ready insights
• Business process architect: you map workflows, find friction, and design cleaner systems — documentation is a strength, not an afterthought
• Leverage Ai and other automation tools to ensure maximum efficiency
• Solid professional judgement: you understand the strategic business direction/goals and are able to consistently make tactical decisions to address critical issues
• Content instincts: you see a gap in a script or SOP and close it before it becomes a trend
• Communicates with clarity and authority across levels — from BPO floor supervisors to CX management
• Operates well in ambiguity and moves fast; you don't wait for perfect information to take action
• Genuinely aligned with the 10X Health mission — optimal wellness changes lives, and you bring that conviction to every interaction and process you build

EDUCATION & EXPERIENCE

• REQUIRED: 3+ years of call center leadership experience with direct team and BPO management responsibility
• Demonstrated ownership of CX content (scripts, SOPs, knowledge base) in a fast-paced, high-volume environment
• Advanced proficiency in CRM platforms (Salesforce or Hubspot preferred) and contact center reporting tools
• Experience building and maintaining KPI dashboards and delivering performance reporting to leadership
• Proven ability to design and document complex operational workflows and business processes
• Associate's degree or higher preferred; equivalent experience considered
• EMR or health-tech environment experience a plus, but not required

LOCATION

Scottsdale, AZ based — in-office. Hours: Full-time – shifts could vary between 6am – 8pm local time. Generally M-F but occasional weekend hours may be required. Shift allocation will be determined by business staffing needs

PHYSICAL REQUIREMENTS

Prolonged periods of sitting at a desk

COMMITMENT TO DIVERSITY

As an equal opportunity employer committed to meeting the needs of a multigenerational and multicultural workforce, 10X Health System recognizes that a diverse staff, reflective of our community, is an integral and welcome part of a successful and ethical business. We hire local talent at all levels regardless of race, color, religion, age, national origin, gender, gender identity, sexual orientation, or disability, and actively foster inclusion in all forms both within our company and across interactions with clients, candidates, and partners.