Alliance/Partner Management, Amazon Web Services (AWS), Analysis Skills, Cadence, Communication Skills, Customer Experience, Customer Relationship Management (CRM), Customer Service Operations, Customer Support/Service, Data Sets, Leadership, Metrics, Organizational Skills, Performance Analysis, Performance Management, Performance Metrics, Performance Reviews, Performance Testing, Process Improvement, Salesforce.com, Supplier Relationship Management (SRM), Test Design, Testing, Trend Analysis, Vendor/Supplier Relations, Workforce Management
Warby Parker is on the lookout for an Associate Manager, CX Workforce Operations to elevate our best-in-class customer experience workforce operations. In this role, you will own workforce management analytics, support the Partner performance governance function, and serve as a primary driver of CRM routing design and testing. You will combine deep operational expertise with a rigorous analytical mindset to build smarter system routing, stronger partner relationships, and better outcomes for both agents and customers.
What you'll do:
- Collaborate with Senior Manager, External Partnerships, to collect, categorize, and track performance feedback for partner teams, maintaining visibility into individual and team-level trends and surfacing issues that require leader intervention
- Lead regular performance review cadences with partner leadership by presenting data-backed insights and identifying areas for improvement
- Evaluate the effectiveness of partner workflows and training initiatives, proactively identify opportunities to improve workflows and performance structures
- Collaborate with the Manager, CX Workforce Management to monitor interaction volume and real-time staffing to maximize service levels
- Produce regular performance metric reports and advisor productivity analyses to ensure leadership has reliable data
- Define and document CRM routing rules to ensure logic reflects current skill sets and customer experience priorities
- Design a regular cadence of routing rule testing to validate performance and drive improvements in first-contact resolution
Who you are:
- Strong analytical thinker who is comfortable working with large datasets and identifying performance trends
- Experienced with workforce management and CRM platforms like Aspect, Salesforce, or AWS Connect
- Skilled communicator able to engage confidently with internal leadership and partner operations teams
- Proactive and solutions-oriented professional with a track record of identifying and resolving operational opportunities
- Highly organized individual capable of managing multiple reporting cycles and testing cadences simultaneously
- Backed by 3+ years of professional experience in customer service operations and performance analytics
Extra credit:
- Hands-on experience with Aspect and AWS tools
- Experience collaborating with Voice of the Customer teams to align qualitative insights with quantitative metrics
- Background in managing external partner relationships or vendor management