Senior Manager, CX & BPO Partner Management

FIGS • Santa Monica, CA

13h • $95,000 - $115,000

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

• Lead, coach, and develop a high-performing CX enablement organization, including: Manager, Training & Quality Assurance
• Training & Quality Assurance Representatives
• Content Coordinator
• Provide strategic direction, goal-setting, and performance management across teams responsible for CX training, quality, and knowledge.
• Build scalable team structures, clarify ownership, and ensure alignment across enablement functions.
• Serve as a mentor and thought partner to external CX leaders, helping translate operational needs into enablement solutions.
• Develop and execute innovative strategies to meet and surpass all operational metrics, including SLAs, CSAT, NPS, and other KPIs, aligning with broader organizational goals.
• Own the CX Operational strategy roadmap, ensuring training, quality, content, and partner readiness initiatives align with business priorities and CX goals.
• Establish and evolve operating standards that drive consistency, accountability, and excellence across internal teams and BPO partners.
• Ensure CX teams are fully trained and coached to support new programs, policies, tools, and process changes through structured learning and development plans.
• Support the design, management, and implementation of comprehensive real-time reporting systems, providing actionable insights and strategic recommendations to executive leadership.
• Utilize data analytics to identify areas for improvement and to quantify the impact of CX initiatives.
• Provide strategic oversight of training and quality assurance programs, ensuring they drive measurable improvements in CSAT, NPS, and agent performance. Examples such as:
• Define QA frameworks, calibration standards, and coaching methodologies
• Leverage automation and analytics to scale learning and quality programs
• Identify root causes of CX gaps and inform corrective action plans
• Lead the development and implementation of quality assurance automation initiatives across all CX channels to drive efficiency, consistency, and scalability.
• Act as a partner to the CX team related to readiness, quality outcomes, and performance trends.
• Oversee CX content strategy and management across customer-facing and internal knowledge, including help center articles, macros, SOPs, and training documentation.
• Ensure brand voice, tone, and accuracy are maintained across all CX communications in partnership with Brand, Legal, and Marketing.
• Drive continuous optimization of CX knowledge through data, feedback, and cross-functional collaboration.
• Establish clear documentation standards and workflows to support operational efficiency and agent confidence.
• Act as the sole CX partner account manager, owning relationships and channel communications, ensuring consistent training, quality standards, and brand alignment.
• Partner with vendors and internal stakeholders on CX readiness for system rollouts, process changes, and scaling initiatives.
• Participate in partner meetings as a CX operational and quality leader, proactively surfacing risks, opportunities, and performance insights.
• Own end-to-end reputation and trust management, including insight aggregation and reporting across multiple platforms (e.g., Trustpilot, BBB, Reddit, social media, and core CX channels).
• Develop and execute proactive reputation management strategies across third-party consumer platforms to protect brand integrity, strengthen trust, and positively influence public perception at scale.
• Lead service response governance and SLA performance across external platforms, ensuring timely (24-hour) and high-quality engagement while consistently maintaining strong public ratings and customer trust.
• Act as a CX subject matter expert for enablement-related systems and tools (e.g., Zendesk knowledgebase, LMS platforms, QA tools).
• Partner with Product, Analytics, and Operations to ensure tools and workflows support agent efficiency, development, and customer outcomes.
• Drive adoption of automation and scalable solutions that reduce manual effort and improve CX consistency and accuracy.
• Provide end-to-end ownership of the quality assurance automation platform and CX learning management solution, driving optimization, adoption, and performance through scalable systems and tooling.
• Collaborate closely with Product, Marketing, Operations, Analytics, Fraud, and Legal teams to embed customer experience considerations into business decisions.
• Leverage advanced data analytics and Voice of Customer (VoC) insights to surface trends, risks, and opportunities, translating findings into clear, actionable recommendations for CX, Product, Marketing, and Executive Leadership.
• Serve as a trusted CX leader who balances strategic thinking with hands-on execution.

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…

What This Job Offers

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