Senior Manager - Customer Experience Operations

ROLE OVERVIEW We are looking for a Senior Manager to build a critical middle layer within our CX Operations team. You will act as the operational backbone, overseeing large-scale BPO partner sites, managing multi-location teams, and ensuring that operational excellence is delivered consistently across every customer touchpoint. KEY RESPONSIBILITIES • Manage and hold accountability for large-scale BPO/vendor partner operations (1000+ resources across multiple locations) • Serve as the key interface between business leadership and BPO partners — govern SLAs, productivity, and quality • Drive operational reviews: daily, weekly, and monthly governance cadences with partners and internal stakeholders • Identify operational gaps and implement structured improvement plans • Work closely with the