Senior Manager, CX Enablement & Operations

Senior Manager, CX Enablement & Operations

Warby Parker is seeking a highly motivated and hands-on Senior Manager, CX Enablement & Operations to lead key programs and initiatives focused on improving the customer experience and order lifecycle. In this role, you'll analyze existing CX processes to identify bottlenecks and design scalable solutions that enhance efficiency and quality. You'll lead, mentor, and develop a high-performing team of CX professionals, fostering a culture of continuous improvement and accountability. You won't just optimize operations—you'll shape the future of our customer journey by leading complex projects and partnering with cross-functional teams, ensuring operational readiness for new products and 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 and initiatives within CX Enablement and Operations, with a keen eye on improving the efficiency and accuracy of the customer order lifecycle.
• Analyze existing CX processes, identify bottlenecks, and design and implement scalable solutions to enhance efficiency, quality, and the overall agent experience, particularly addressing challenges in order fulfillment, insurance verification, billing processes, and lab outreach coordination.
• Manage and optimize the use of CX enablement and operations tools (e.g., LMS, QM platforms, internal knowledge systems), ensuring effective utilization by internal and outsourced teams.
• Partner with CX leadership, frontline managers, HR, and external vendors to ensure operational readiness for new products, services, and system changes.
• Develop and maintain comprehensive documentation for CX operational processes, workflows, and enablement materials (e.g., training guides, FAQs, policy documents).
• Lead the implementation and optimization of AI-driven solutions (e.g., chatbots, virtual assistants, intelligent routing, agent assist tools) to streamline operations and improve customer and agent experiences.
• Mentor and develop a high-performing team of CX professionals, fostering a culture of continuous improvement, accountability, and customer obsession.
• Conduct regular 1:1s, performance reviews, and career development discussions, identifying growth opportunities and 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 and program management.
• A highly analytical thinker, capable of identifying root causes of operational inefficiencies and designing practical, data-backed solutions.
• A proven ability to lead and deliver complex projects on time and within scope, managing multiple priorities effectively.
• Able to clearly articulate complex concepts, present findings, and 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 and across teams) and anticipating operational needs.
• Meticulously attentive to detail in process documentation, data analysis, and 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, and dental insurance
• Life and 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!)