CX Operations Manager

Grüns is scaling fast, and our customer experience has to scale with it. As CX Operations Manager, you'll own the systems behind how our support team learns, performs, and improves: the knowledge base, training, QA, and the data that shows us where to act next. You'll partner with our BPO leadership and our AI Lead to make every agent sharper and every customer interaction faster and better.

This role is part of our remote HQ! We have a fully remote, high-trust work environment - and also come together on a quarterly basis for amazing off-sites where we can connect IRL.

• Own our knowledge base as the single source of truth: accurate, organized, easy to use, and audited on a recurring cadence
• Design and facilitate CX onboarding, training, and continuing education for new and tenured agents, including virtual sessions across time zones, built for every learning style
• Dig into CSAT, NPS, QA, FCR, and AHT data to find gaps in workflows and knowledge, then turn them into specific fixes
• Partner with our internal QA team and BPO leadership on calibrations, 1:1 coaching, and performance improvement plans, serving as the liaison between support leadership and agents
• Build and maintain FAQs and agent macros that drive self-service and agent efficiency
• Work with our AI Lead to identify automation and deflection opportunities, and implement internal tools that improve resolution times and CSAT

• Has 5+ years in Customer Experience, Support Operations, CX Ops, QA, Training, or Knowledge Management
• Has 2+ years in a managerial role, or an equivalent independent-contributor role with real ownership
• Has worked directly with BPO teams
• Has created and maintained documentation (SOPs, macros, help articles, templates) that a frontline team actually uses
• Has mastered analyzing CX performance reporting: CSAT, quality scoring, contact drivers, first response time, and resolution quality
• Is hands-on with a support platform (Gladly, Zendesk, Gorgias, Intercom, Salesforce Service Cloud, or similar), a knowledge tool (Notion, Confluence, Guru, or similar), and QA workflows (scorecards, sampling, calibration)
• Is strong in Google Workspace and builds trackers and reporting in Sheets with ease (pivot tables, filters, structured logs)
• Bonus: has used AI tools or built AI agents (Claude, ChatGPT, Claude Code)

• Runs a regimented cadence: sets the rhythm, hits deadlines, and keeps programs moving without reminders
• Obsesses over clarity: writes things so anyone can execute them and removes ambiguity wherever it hides
• Thinks in patterns: spots repeat issues fast, tags them consistently, and turns them into fixes
• Balances customer-first with policy discipline: empathetic and flexible, but grounded in what we can promise and deliver
• Collaborates without creating drag: brings solutions, not noise
• Leads virtual training with a flexible schedule across time zones, and isn't afraid to take an escalation call when it counts
• Owns the outcome with extreme ownership, with no micromanagement needed and always ten steps ahead

At Grüns, we believe that foundational nutrition should be simple and convenient for everyone. We're dedicated to bringing comprehensive and real nutrition to you through our gummies, formulated from 60 nutrient-dense and whole-food ingredients. Simply enjoy a grab-and-go snack pack of gummies daily whenever fits best in your schedule and wherever life takes you.

Like you, we were disappointed. There’s an infinite number of “nutrition” companies, all focused on what’s best for them — not what’s best for you. Hundreds of products to sell you on, low-quality ingredients, and small nutrient doses. We’ve seen it all.

So we decided it was time to fix it. No more choking on and popping pills like a pharmacy. No more clean-up and disgust from gross powders. And no more cobbling together handfuls to dozens of supplements. Grüns is comprehensive nutrition, made convenient and delicious.