Manager, Customer Experience Operations

RxSight, Inc.•Aliso Viejo, CA

5d•$110,000 - $130,000

About The Position

RxSight is seeking a Customer Experience Manager to lead day-to-day Customer Experience operations and drive continuous improvement. This role focuses on implementing LEAN principles such as standard work, visual management, root cause problem solving, and continuous improvement (Kaizen) across all Customer Experience processes. The ideal candidate will have experience in Customer Service, Shared Services, or Business Process Outsourcing environments, with expertise in Operational Excellence, Lean process improvement, organizational development, quality analytics, workforce management, and client relations. This leader will foster a culture of accountability, coaching, and continuous improvement, promoting employee engagement and customer satisfaction.

Requirements

5-8 years of Customer Service experience.
At least 3 years of leadership in Customer Service, Shared Services, or BPO environments.
Deep expertise in Lean methodology (Kaizen, A3, LDM, standard work).
Strong capability in operational excellence, organizational development, and process transformation.
Expertise in quality analytics, workforce management, and client relations.
Proven ability to coach and scale Lean capabilities across teams.
Strong analytical, strategic thinking, and leadership skills.
Proficiency in MS Office Suite.
Proficiency in Smartsheet.
Proficiency in PowerBI.
Experience with Electronic Quality Management Systems (QAD preferred).

Nice To Haves

MBA preferred.
Proven success in scaling operations, applying Lean methodologies, and improving customer satisfaction and retention.
Medical device or regulated industry experience preferred.

Responsibilities

Leads day-to-day Customer Experience operations including order management, consignment processing, billing, and resolution.
Translates business objectives into scalable operational execution.
Identifies systemic issues and implements sustainable solutions.
Leads, develops, and scales a high-performing Customer Experience team with a focus on developing a customer-first mindset.
Coaches team members in Lean thinking, structured problem solving, and data-driven decision making.
Fosters a supportive, high-accountability culture focused on engagement and continuous improvement.
Drives continuous improvement initiatives using Lean methodologies (Kaizen, A3, 5 Whys).
Executes Lean Daily Management practices within CX.
Establishes and enforces standard work across all CX processes.
Identifies and eliminates waste, reduces cycle time, and improves quality through structured problem solving.
Provides input on workforce planning, staffing needs, and team structure.
Aligns resources with demand and supports business growth.
Drives productivity improvements through data-driven workforce practices.
Tracks and manages performance against established KPIs and dashboards.
Uses data to perform root cause analysis and drive sustained improvements.
Ensures closed-loop problem solving to prevent recurrence of issues.
Reinforces accountability through transparent performance tracking.
Partners with cross-functional teams to resolve operational issues.
Assists with driving alignment across onboarding, field support, and issue resolution.
Reinforces customer-first behaviors across the team.
Escalates customer insights and trends to leadership.
Strengthens alignment between customer expectations and internal execution.
Provides proper daily and weekly scheduling to comply with rest, meal, and overtime policies.
Reviews and approves departmental timecards to ensure employee’s time is accurately recorded and complete.
Addresses discrepancies in time entries promptly and works with employees to resolve errors.
Enforces employee compliance with company meal and rest break requirements.
Monitors and prevents off-the-clock work during breaks and outside of working hours.
Trains team members on timekeeping systems and break policies.
Communicates expectations regarding attendance, punctuality, labor compliance and takes corrective action as needed.