Customer Experience Associate Manager

We are looking for a high-energy, analytical Associate CX Manager to scale and optimize our multi-channel support operations. This role is central to delivering world-class service to our digital subscription members. You will be responsible for the "engine" of our customer support-managing offshore partners, refining workflows, and ensuring our agents have the tools and training they need to succeed. This is a hybrid role based in Englewood Cliffs, NJ. Candidates should be comfortable with a mix of in-person collaboration and remote focused work. This position is a contract-to-hire opportunity, offering a path to long-term growth within a leading media organization. This is a unique opportunity for a leader who isn't afraid to dive into the details. To ensure a deep understanding of our users, all new CX leaders spend their first three months embedded as full-time support agents, developing genuine empathy for our customers and frontline teams before transitioning into full management responsibilities. Core Responsibilities: • Operational Leadership: Manage day-to-day frontline operations across chat, email, and social. Monitor KPIs, conduct QA, and coach team members to drive elite performance. • Offshore Partner Management: Lead the daily execution of our offshore support partners, including staffing, scheduling, weekly calibration sessions, and escalation handling. • Training & Enablement: Design and deliver high-impact training materials for new hires and existing agents. Own the internal and customer-facing knowledge bases, macros, and FAQs. • Cross-Functional Advocacy: Act as the "Voice of the Customer" to Product, Engineering, and Marketing teams. Translate complex technical issues into actionable insights and advocate for friction-less user journeys. • Technical Flow Ownership: Manage and optimize virtual assistant/chatbot tools, focusing on content design and conversational flows to improve self-service rates. • Root Cause Analysis: "Connect the dots" between support trends and systemic product issues. Present compelling narratives to stakeholders on how to improve the customer experience. • Product "Dogfooding": Proactively test our digital products from a customer perspective to identify UX hurdles before they become support tickets. Qualifications: • 3+ years of experience training and managing customer support teams within a digital/SaaS environment. • 1+ year of hands-on experience with chatbot/virtual assistant tools (flow building and content design). • Operational Rigor: Proven ability to help teams prioritize tasks in a fast-paced, high-volume environment. • Analytical Mindset: A bias toward action supported by the ability to review ticket trends and behavioral data to drive process improvements. • Communication: Exceptional written and verbal skills, with the ability to "translate" technical jargon for non-technical audiences. • Technical Aptitude: Curiosity and adaptability regarding new CX technologies and platforms. Preferred Experience: • Experience in digital subscription or membership-based business models. • Familiarity with Kustomer or similar modern CRM/support platforms. • Experience with billing and payment systems (e.g., Piano, Braintree). • Previous experience managing offshore or BPO support teams. • Experience navigating the ambiguity of a startup or high-growth environment. Equal Opportunity Employer / Disabled / Protected Veterans The Know Your Rights poster is available here: https://www.eeoc.gov/sites/default/files/2023-06/22-088_EEOC_KnowYourRights6.12.pdf The pay transparency policy is available here: https://www.dol.gov/sites/dolgov/files/ofccp/pdf/pay-transp_%20English_formattedESQA508c.pdf For temporary assignments lasting 13 weeks or longer, AllSTEM Connections is pleased to offer major medical, dental, vision, 401k and any statutory sick pay where required. We are committed to working with and providing reasonable accommodations to individuals with disabilities. If you need a reasonable accommodation for any part of the employment process, please contact your staffing representative who will reach out to our HR team. AllSTEM Connections participates in the E-Verify program in certain locations as required by law. Learn more about the E-Verify program. https://e-verify.uscis.gov/web/media/resourcesContents/E-Verify_Participation_Poster_ES.pdf We also consider for employment qualified applicants regardless of criminal histories, consistent with legal requirements, including, if applicable, the City of Los Angeles' Fair Chance Initiative for Hiring Ordinance. Pursuant to applicable state and municipal Fair Chance Laws and Ordinances, we will consider for employment-qualified applicants with arrest and conviction records, including, if applicable, the San Francisco Fair Chance Ordinance. For Los Angeles, CA applicants: Qualified applications with arrest or conviction records will be considered for employment in accordance with the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act. Additional Skills(none specified) AllSTEM Representative Contact InfoAccount Executive: Nichols Branch Phone: (909) 244-1777 Location: Ontario, CA