CX Operations Manager

About Us:

Comfrt is one of the fastest-growing direct-to-consumer brands, dedicated to blending mental wellness, inclusivity, and elevated comfort into every piece we create. Our mission goes beyond clothing — we strive to build a community where everyone feels supported and seen.

About the Role:

The CX Operations Manager oversees Comfrt’s relationships with vendors and service partners, ensuring alignment across all aspects of vendor management and business coordination. This role serves as the internal subject matter expert on partner policies, best practices, and performance standards, providing regular updates and actionable insights.

They will lead the development and execution of vendor management strategies that support the organization’s operational goals, ensuring workflows meet the needs of cross functional teams. The CX Operations Manager is responsible for executing strategic priorities, identifying growth opportunities, and fostering strong relationships with key decision makers across client and partner organizations.

Through strategic vendor oversight, the CX Operations Manager will enhance the efficiency, scalability, and overall performance of the Customer Experience department. They will collaborate closely with the Head of CX to drive innovation, optimize processes, and elevate communication and training programs for the broader CX team.

Key Responsibilities:

• Vendor Management - 40%
• Create and maintain daily logs detailing all activities of vendors
• Review and approve vendor invoices if billing is appropriate based on terms of the contract
• Consistent evaluation of products and services to continually drive quality of customer experience
• Set objectives and key results, prioritization of projects and ensure key projects are delivered on schedule
• Serve as the initial point of contact for customers' new and existing vendors
• Analyze performance metrics in order to maintain successful partnerships.
• Partner with QA leader and L&D Manager on vendor inquiries (AI and beyond)
• Operations/Admin - 40%
• Partner with leaders to execute strategies to improve business efficiencies across; Gorgias, Loop, TikTok, Siena, Flexport, Klaviyo, and more
• Partner with CX, Ops, Ecom, CRM, Social and Marketing teams to support customer journey based on CX feedback and data suggesting improvements
• Report on top industry and competitive trends, leverage customer insights, and execute at both a tactical and strategic level
• Develops a proactive talent strategy and interviews regularly to build an external network of talent to add different perspectives and experience to the team
• Prioritizes team development by effectively scheduling time allocated for development; champions brand related initiatives such bonus structure, employee recognition, and team-building activities
• Identification and development of business growth opportunities and efficiencies
• Customer Experience - 20%
• Customer Advocacy: The CX Operations Manager is the client relationship owner and responsible for converting the client relationship and value into real advocacy
• Partner with CX leadership to develop best in class CX operations by analyzing productivity, quality and ROI metrics to ensure efficiency
• Enhancement of Customer Experience through effective utilization of customer data
• Support CSAT improvements increasing score to min 80% within the first year
  
  

Skills & Experience:

• Minimum 5+ years experience leading high performing Partner/Vendor/BPO programs
• 2-4 years of leading teams, hiring and developing great people and establishing a collaborative and positive team culture
• Proven ability to initiate and develop relationships within target client organizations and influence decisions
• Preferred bachelor's degree in a related field including marketing and business administration
• Advanced in Excel
• Proficient in CRM platforms
• Demonstrated experience leading successful, multi-lingual, multi-site portfolios
• Proven industry expertise and thought leadership
• Evidence of prior, consistent success exceeding or meeting
• Experience working independently and as part of a team in an urgent, rapid change environment
• Experience in a multisite environment (including an internal and outsourced workforce mix) with experience in full life cycle vendor management
• Experience conducting, monitoring and reporting including managing metrics, KPIs, OKRs
• Strong verbal and written communication skills
• Excellent interpersonal skills and conflict resolution skills
• Self motivated and proactive
• Strong project management and negotiation skills
• Strong analytical and problem solving skills
• Passion for Customer Experience and Success
• Strong project management skills, with the ability to manage and prioritize multiple projects and the desire to bring structure to undefined procedures
  
  

Why Join Comfrt?

• Be part of a purpose-driven company that’s shaping the future of comfort and mental wellness
• Work in a supportive, creative environment where your ideas and growth are valued
• Enjoy Comfrt benefits such as generous paid time off, company-covered health insurance, 5% 401k match, and discounts on all Comfrt products!
• Join a passionate team making an impact on exciting projects, all while enjoying the flexibility and collaborative support of a fully remote environment
  
  

Comfort is an equal opportunity employer. We are committed to building a team that represents a variety of backgrounds, perspectives, and skills.

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