Associate Manager, CX Workforce Operations

Warby Parker • Nashville, TN

13d

About The Position

Warby Parker is seeking an Associate Manager, CX Workforce Operations to enhance their customer experience workforce operations. This role involves owning workforce management analytics, supporting partner performance governance, and leading CRM routing design and testing. The ideal candidate will leverage operational expertise and analytical skills to optimize system routing, strengthen partner relationships, and improve outcomes for agents and customers.

Requirements

• Strong analytical thinker who is comfortable working with large datasets and identifying performance trends.
• Experienced with workforce management and CRM platforms like 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.
• Highly 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.

Nice To Haves

• 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.

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 surfacing 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 identify 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.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed