Customer Experience Operations Manager

9 hr. ago 7 hr. ago

Torch Technology Customer Experience Operations Manager

Torch is growing fast, and we’re looking for a hands-on Customer Experience Operations (CXO) Manager to be the driving force behind our CXO organization
As CXO Manager, you’ll set the direction for the team every day, own workflow performance, and untangle cross-functional challenges before they become problem
You’ll have real autonomy to solve things on your own, along with the judgment to know when to pull in leadership
You’ll partner directly with our supplier, engineering, and product teams, shaping how customers experience Torch at every touch point
And because we’re scaling quickly, this role comes with real ownership and you’ll shape how it evolves. As the team grows, so will your scope, with genuine opportunities to step into broader leadership
Keep Operations Running Smoothly: Track team performance and key metrics, spot issues early, and dig into the data to find what’s really driving them
Turn Insight into Action: Build clear plans with owners and priorities, and lead the team to execute them
Fix Problems at the Source: Solve recurring issues, rework the SOPs and guides that stop them for good
Drive Quarterly Goals: Own the progress of key projects, flag risks early and keep work on schedule
Be the Go-To Partner: Serve as the trusted point of contact for your team and cross-functional partners

This is a role for someone who loves being in the thick of it: someone who sees a messy workflow and can’t help but fix it
Ability to structure ambiguous problems and translate them into clear plans for yourself and more junior team members
A customer-minded bias for action: you take ownership and move quickly, while weighing what’s best for the practices we serve
High attention to detail and ability to not only simplify and improve complex workflows but also scale change across the team
Experience with SQL, Looker, Apps Script or Python a plus
Strong problem-solving skills and experience using data to root-cause problems, make decisions and set goals
Demonstrated success in a customer facing role, including managing client relationships and communications
Experience managing, coaching, and mentoring others with a track record of giving clear direction, setting expectations and helping others grow
3+ years of work experience in operations, business operations, consulting or high-growth tech

Skills