Senior Manager, CX & BPO Partner Management
About The Position
FIGS is seeking a highly strategic and operationally strong Senior Manager, Partner Management, to lead the systems, people, and programs that power a consistent, high-quality customer experience at scale. This role is responsible for driving operational excellence across our partner ecosystem while ensuring every customer interaction reflects the care, quality, and standards our brand is known for. This role provides end-to-end ownership of Customer Experience enablement, overseeing training, quality assurance, content strategy, partner management, and operational insights and reporting. The Senior Manager ensures external partners and teams are fully equipped, aligned, and accountable to deliver consistent, high-quality experience for our healthcare professionals at scale. As a senior operational leader, this role drives cross-functional alignment and translates CX vision into durable operating models through clear standards, scalable processes, effective tooling, and strong people leadership. This role sets the bar for performance, builds high-impact teams, and partners closely with key stakeholders to continuously improve efficiency, quality, and customer outcomes across all CX channels. This role reports directly to the SVP of Customer Experience.
Requirements
- Proven experience in customer experience, operations, or related fields, in a leadership role (5+ years).
- Proven experience managing diverse, global, remote teams both internally and and BPO’s.
- Deep understanding of SLAs, CSAT, NPS, and advanced analytics reporting.
- Strategic vision with the ability to oversee multiple initiatives and drive cross-functional collaboration.
- Extensive experience with CRM platforms, including setup, customization, and analytics
- Familiarity with CX experience platforms (e.g., Delighted, Qualtrics, Medallia, AI solutions), reporting tools (Looker, Tableau, Excel), and automation technologies.
- Strong people leadership experience, including managing managers and building scalable teams.
- Proven ability to design and operationalize CX programs across training, quality, content, and partner readiness.
- Excellent analytical skills with the ability to use data to prioritize initiatives, assess impact, and influence stakeholders.
- Exceptional written and verbal communication skills.
- Highly organized, detail-oriented, and comfortable managing multiple complex initiatives simultaneously.
- Equally effective as a strategic leader, cross-functional partner, and execution-focused operator.
Responsibilities
- People Leadership & Development
- CX Operational Strategy & Execution
- Training & Quality Assurance
- Content, Knowledge & Documentation Governance
- Partner & BPO Enablement
- Reputation & Trust Management
- Systems, Tools & CX Readiness
- Cross-Functional Leadership
Benefits
- Equity: Eligible FIGS employees have the opportunity to own shares of FIGS stock through our new-hire equity program. Additionally, FIGS provides a discount when purchasing FIGS stock voluntarily through our FIGS Employee Stock Purchase Plan
- Annual bonus: This position is eligible to participate in the FIGS annual bonus program
- Comprehensive benefits and perks package focused on your well-being, including premium medical, dental and vision coverage, and full access to wellness services through Breethe and Classpass.
- 100% FIGS-sponsored life insurance and disability insurance
- Amazing 401(k) program, with a company match up to the first 6% of your contribution
- Generous paid time off - We have 12 company holidays. For salaried team members, we offer flexible vacation. For our hourly team members, we offer up to 3 weeks of accrued vacation
- Meaningful time away for baby bonding, including parental leave, new parent care meals, and a transition back to work for primary caregivers
- FIGS sponsored Uber Eats voucher for in-office weeks
- Personalized discount code for 50% off all FIGS products, along with a separate code to share with family and friends to enjoy a 25% discount site-wide
- Access to FIGS Vet, Discounted Pet Daycare, Discounted Pet Insurance, and so much more…
- Benefits eligibility is determined by hour requirements and length of service
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
