Manager, Customer Experience Operations (Remote) at Reliance Health

Job Title: Manager, Customer Experience Operations

Summary

• As the Manager of Customer Experience Operations, you will build and run the systems, processes, and reporting that power our support teams.
• Your work will ensure that customer issues are tracked, triaged, escalated, and resolved efficiently across all channels.
• This is a hands-on, execution-heavy role focused on clarity, speed, and scale.
• You will partner with team leads, analysts, and cross-functional teams to streamline workflows, manage tooling, improve SLAs, and drive continuous improvement using data.

As a Manager of Customer Experience Operations, you will:

• Design and manage end-to-end support operations workflows and escalations
• Own and optimize support tooling, ticketing systems, and integrations
• Monitor and report on operational metrics (SLA, CSAT, FCR, backlog, etc.)
• Build and maintain dashboards to provide real-time insights to leadership and teams
• Partner with QA, training, and team leads to improve quality and consistency
• Identify and resolve process gaps or inefficiencies that impact customer experience
• Support change management initiatives across the CX function
• Lead root-cause analysis on recurring issues and propose long-term fixes
• Collaborate cross-functionally to ensure CX operations align with business goals.

Requirements

• Minimum of 7 years of experience in CX operations, service delivery, or process improvement
• Proven ability to manage systems and tooling (e.g., Zoho CRM Zendesk, Freshdesk)
• Strong analytical skills and comfort working with data, metrics, and reporting tools
• Excellent project management and execution discipline
• Experience driving process improvement in fast-paced, high-volume environments
• Clear communicator and systems thinker
• Customer-centric mindset with a bias for action.

Benefits
At Reliance Health, we prioritize our people and their well-being. Our benefits package is designed to support your success, growth, and happiness. Here’s what you’ll enjoy:

• Remote-First Environment Work from anywhere while staying connected to a vibrant, collaborative team
• Competitive Salary and Benefits We offer a salary that’s benchmarked against the best in the industry, ensuring your expertise and impact are fully rewarded
• Premium Health Insurance Comprehensive health coverage for you and your family, because your well-being comes first
• Unlimited Leave Take the time you need when you need it—no limits, no questions
• Meaningful Impact Play a key role in transforming customer experiences and shaping healthcare innovation
• Collaborative Work Culture Join a supportive, inclusive, and team-focused environment that celebrates diversity.
• Growth Opportunities Access tools, mentorship, and resources to elevate your skills and career
• Learning & Development Allowance We provide an allowance to support your ongoing professional growth and skill enhancement. 

Application Instructions:

The application deadline is Not Specified. Qualified and interested candidates can “CLICK HERE TO SUBMIT APPLICATION.” It is important to visit the official website (link found below) for detailed information on how to apply successfully for this vacancy.

Website:
Official Job Website: https://getreliancehealth.com/careers/

Note

• This is more than a job—it’s a chance to grow, thrive, and make a real difference.
• At Reliance Health, your journey matters.