Operations Manager-Customer Experience

Job Summary:

As a Customer Experience (CX) Operations Manager, you are responsible for driving the strategic vision and execution of customer experience initiatives across the organization. This role ensures customer interactions are seamless, efficient, and consistently exceed expectations by leveraging data‑driven insights and strong cross‑functional collaboration. The CX Operations Manager optimizes customer‑facing processes, monitors performance, and leads operational support activities that strengthen customer satisfaction and loyalty. This position plays a key leadership role in fostering a customer‑centric culture while guiding teams, tools, and strategies to deliver an exceptional experience.

This position can be located in Sioux Falls, SD or Fargo, ND.

Responsibilities:

• Serve as a visible role model, inspiring leadership and team members to deliver an exceptional customer experience.
• Analyze customer touchpoints and journeys to identify opportunities for improvement and drive meaningful enhancements to the customer experience.
• Oversee and continuously improve customer‑impacting policies and contact center operational processes to increase efficiency while prioritizing customer outcomes.
• Foster a culture of accountability and performance through purposeful metrics, reporting, and a structured performance management approach.
• Identify, evaluate, and implement tools, communications, and workflows that streamline operations, improve efficiency, and enhance the customer experience.
• Ensure compliance with company policies and procedures, industry standards, and applicable federal, state, and local regulations.
• Prepare and deliver timely, accurate reports and analyses for leadership; proactively communicate key insights, risks, and operational updates to stakeholders.
• Plan and manage interaction volume, workload distribution, and shift schedules to balance operational efficiency with optimal customer satisfaction.
• Consistently monitor performance for quality and coaching opportunities.
• Provide constructive and timely feedback for team members to foster engagement through coaching, training and stretch opportunities to increase team performance.
• Perform quarterly reviews and effectively manage disciplinary and/or performance issues.
• Model Midco’s mission, vision, values, ethos, and Leadership Success Drivers, and inspire others to do the same.
• Ensure customer privacy by adhering to Midco’s privacy guidelines while actively following Midco policies and procedures.
• Maintain regular attendance to be available for your team and as required by your position.
• Be available to provide assistance to team members outside of normal business hours as necessary.
• Perform other duties as assigned.

Note: Management reserves the right to assign or reassign functions and responsibilities to this job description at any time.

Required Qualifications:

• High school diploma or equivalent (GED).
• 5 years of progressive experience in a customer‑facing or customer experience–related role.
• 2 years of experience leading people, work, initiatives, or outcomes in a customer‑facing or operational environment, including influencing others and driving accountability.
• Demonstrated experience using performance metrics, reporting, or operational data to drive improvements.
• Strong written and verbal communication skills, with the ability to influence and communicate effectively with team members, cross‑functional partners, and leadership.

Preferred Qualifications:

• Bachelor’s degree in Business Administration, Operations Management, Communications, Analytics, or a related field, or equivalent experience.
• Familiarity with customer experience frameworks, journey mapping, or CX measurement tools (e.g., CSAT, NPS, COPC, QA frameworks).
• Experience implementing or optimizing customer‑facing technologies, workflows, or operational tools.
• Proven ability to lead through change, influence adoption, and support the implementation of new processes or initiatives.

Work Environment:

• The noise level in the work environment is generally moderate and typical of an open office or hybrid work setting.
• Regular collaboration with cross‑functional partners, which may involve virtual meetings, in‑person sessions, and presentations to leadership.
• Occasional travel may be required to support team members, attend leadership meetings, or participate in key operational initiatives.
• May require working more than 40 hours per week, including evenings or weekends, during periods of high organizational activity, project deadlines, or critical busines