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Warby Parker is seeking a highly motivated & hands-on Senior Manager, CX Enablement & Operations to lead key programs & initiatives focused on improving the customer experience & order lifecycle. In this role, you'll analyze existing CX processes to identify bottlenecks & design scalable solutions that enhance efficiency & quality. You'll lead, mentor, & develop a high-performing team of CX professionals, fostering a culture of continuous improvement & accountability. You won't just optimize operationsyou'll shape the future of our customer journey by leading complex projects & partnering with cross-functional teams, ensuring operational readiness for new products & services. If you're an analytical, data-backed leader who thrives on problem-solving, we want to hear from you!
What you'll do:
- Lead key programs & initiatives within CX Enablement & Operations, with a keen eye on improving the efficiency & accuracy of the customer order lifecycle.
- Analyze existing CX processes, identify bottlenecks, & design & implement scalable solutions to enhance efficiency, quality, & the overall agent experience, particularly addressing challenges in order fulfillment, insurance verification, billing processes, & lab outreach coordination.
- Manage & optimize the use of CX enablement & operations tools (e.g., LMS, QM platforms, internal knowledge systems), ensuring effective utilization by internal & outsourced teams.
- Partner with CX leadership, frontline managers, HR, & external vendors to ensure operational readiness for new products, services, & system changes.
- Develop & maintain comprehensive documentation for CX operational processes, workflows, & enablement materials (e.g., training guides, FAQs, policy documents).
- Lead the implementation & optimization of AI-driven solutions (e.g., chatbots, virtual assistants, intelligent routing, agent assist tools) to streamline operations & improve customer & agent experiences.
- Mentor & develop a high-performing team of CX professionals, fostering a culture of continuous improvement, accountability, & customer obsession.
- Conduct regular 1:1s, performance reviews, & career development discussions, identifying growth opportunities & providing constructive feedback to support team members' professional journeys.
Who you are:
- Backed by 7+ years of experience in CX operations, training, quality, or a similar enablement function, with a strong background in process improvement & program management
- A highly analytical thinker, capable of identifying root causes of operational inefficiencies & designing practical, data-backed solutions
- A proven ability to lead & deliver complex projects on time & within scope, managing multiple priorities effectively
- Able to clearly articulate complex concepts, present findings, & influence decisions across various levels of the organization
- Experienced with various CX operational tools (e.g., ticketing systems, WFM, QM, knowledge bases, learning platforms)
- Someone who excels in cross-functional environments, building strong relationships (within & across teams) & anticipating operational needs
- Meticulously attentive to detail in process documentation, data analysis, & program execution
- Available to work on a hybrid schedule based in our Nashville office
- Not on the Office of Inspector General's List of Excluded Individuals/Entities (LEIE)
Some benefits of working at Warby Parker for full-time employees:
- Health, vision, & dental insurance
- Life & AD&D Insurance
- Flexible vacation policy
- Paid Holidays
- Retirement savings plan with a company match
- Parental leave (non-birthing parents included)
- Short-term disability
- Employee Assistance Program (EAP)
- Bereavement Support
- Education Reimbursement
- Free eyewear
- And more (just ask!)
Warby Parker is proud to be an equal opportunity employer. We seek to promote equal opportunity for all applicants without regard to race, color, religion, sex, sexual orientation, national origin, age, disability, military status, or any other applicable legally protected characteristic.
About Us:
Warby Parker was founded with a mission: to inspire & impact the world with vision, purpose, & style.
We're constantly asking ourselves how we can do more & make a greater impact, & that starts by reimagining everything that a company & industry can be. We want to demonstrate that a business can scale while doing good in the world, without charging a premium for it. And weve learned that it takes creativity, empathy, & innovation to achieve that goal.
Since the day we launched in 2010, weve pioneered ideas, designed products, & developed technologies that help people see. We offer everything you need for happier eyes at a price that leaves you with money in your pocket, from designer-quality glasses & contacts to eye exams & vision tests, & you can meet us online, at our stores, or even in your home. Wherever & whenever you need it, were there to make exceptional vision care simple & accessible. (Delightful, too.)
Ultimately, we believe in vision for all, which is why for every pair of glasses or sunglasses we sell, a pair of glasses is distributed to someone in need through our Buy a Pair, Give a Pair program.
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