Customer Experience Manager
Customer Experience ManagerLocation: Solana BeachType: Full-TimeAbout TurnoutMost people have no idea what they're entitled to — and the systems designed to help them make sure it stays that way. Turnout Technologies (turnout.co) is changing that. We're a well-funded modern consumer advocacy platform that combines expert human advocates with Jake, our proprietary AI agent, to help everyday Americans navigate the systems stacked against them — from government benefits, healthcare, education, and beyond.About the RoleWe're looking for a CX Manager who can own the full client experience — from first contact to case resolution. You'll manage a team of offshore agents, build the systems and scripts they work from, and go directly to clients to extract the insights that sharpen everything we do.This is an operator's role. You'll be as comfortable editing a call script at 10pm as you are analyzing CSAT trends on Monday morning. You bring structure to ambiguity, bring offshore teams up to standard, and bring the client's voice back to the product and ops teams who need to hear it.What You'll OwnOffshore Team Management:Directly manage an offshore-based CX team handling inbound case inquiries, status updates, and document follow-upsBuild and run QA scorecards, monitor call and chat quality, and hold the team accountable to outcome metrics — not just activity countsHire, onboard, and performance-manage agents; identify top performers for expanded responsibilitiesCreate shift structures, escalation paths, and coverage models that match case volume patternsWorkflow & Script Development:Own the full library of client-facing scripts: inbound, outbound, status calls, document requests, Jake handoffsDesign and maintain SOPs for every client touchpoint — from intake to settlement disbursementPartner with Jake (our AI voice agent) to ensure AI-handled interactions hand off seamlessly to human agents when neededIdentify gaps and failure modes in current workflows and ship improvements fastClient Interviews & Insight GenerationConduct structured interviews with current and former clients to surface experience gaps, unmet needs, and moments of delightSynthesize findings into clear, actionable briefs for product, ops, and leadershipOwn the CSAT/NPS measurement infrastructure — track trends, flag anomalies, and connect client sentiment to operational root causesBe the internal voice of the client in cross-functional conversations about case flow, communication cadence, and service designCX InfrastructureBuild and maintain the CX knowledge base: FAQs, escalation guides, agent training materialsCollaborate with product and engineering on the client-facing web app and communication toolingMonitor inbox volume patterns and proactively reduce inbound by improving proactive outreachWhat We're Looking For2 years in CX, operations, or client success — ideally in a high-volume, case-based or services environmentProven experience managing offshore teams — you know how to coach, hold accountable, and build culture across time zonesStrong script and workflow writer — you make complex processes simple and humanData-fluent — you can pull your own reports, spot patterns, and turn numbers into decisionsSkilled qualitative interviewer — you know how to get clients to say the thing they didn't know they needed to sayComfortable with AI-assisted workflows; experience with voice AI or automated communication platforms is a plusHigh ownership orientation — you treat problems like they're yours to solveBonus PointsExperience in consumer or healthcare companies Familiarity with Salesforce, or a similar CRMBackground in process design, BPO management, or CX consultingWhy TurnoutMission that matters — every case we win changes a family's lifeFast-moving, founder-led company with a real shot at defining a new categoryReal ownership — your work shows up directly in client outcomes and company metricsCompetitive comp, equity, and benefits