Associate Manager, CX Workforce Operations

Warby Parker is on the lookout for an Associate Manager, CX Workforce Operations to elevate our best-in-class customer experience workforce operations. In this role, you will own workforce management analytics, support the Partner performance governance function, and serve as a primary driver of CRM routing design and testing. You will combine deep operational expertise with a rigorous analytical mindset to build smarter system routing, stronger partner relationships, and better outcomes for both agents and customers. **What you’ll do:** - Collaborate with Senior Manager, External Partnerships, to collect, categorize, and track performance feedback for partner teams, maintaining visibility into individual and team-level trends and surfacing issues that require leader intervention - Lead regular performance review cadences with partner leadership by presenting data-backed insights and identifying areas for improvement - Evaluate the effectiveness of partner workflows and training initiatives, proactively identify opportunities to improve workflows and performance structures - Collaborate with the Manager, CX Workforce Management to monitor interaction volume and real-time staffing to maximize service levels - Produce regular performance metric reports and advisor productivity analyses to ensure leadership has reliable data - Define and document CRM routing rules to ensure logic reflects current skill sets and customer experience priorities - Design a regular cadence of routing rule testing to validate performance and drive improvements in first-contact resolution **Who you are:** - Strong analytical thinker who is comfortable working with large datasets and identifying performance trends - Experienced with workforce management and CRM platforms like Aspect, Salesforce, or AWS Connect - Skilled communicator able to engage confidently with internal leadership and partner operations teams - Proactive and solutions-oriented professional with a track record of identifying and resolving operational opportunities - Highly organized individual capable of managing multiple reporting cycles and testing cadences simultaneously - Backed by 3+ years of professional experience in customer service operations and performance analytics **Extra credit:** - Hands-on experience with Aspect and AWS tools - Experience collaborating with Voice of the Customer teams to align qualitative insights with quantitative metrics - Background in managing external partner relationships or vendor management In compliance with local and state requirements, Warby Parker is committed to pay transparency. We offer a comprehensive compensation package that includes not only a competitive base salary/hourly rate but also variable compensation for eligible employees. For applicable postings, the range listed is a good faith estimate of the compensation for this position at the time of posting. Final compensation is thoughtfully determined by a variety of factors, including the candidate's qualifications, experience, internal equity, and relevant market data. For applicable postings, non-exempt employees are eligible for overtime pay if you are required to work more than 40 hours in a workweek. **Some benefits of working at Warby Parker for full-time employees:** - Health, vision, and dental insurance - Life and AD&D Insurance - Paid sick leave^1^ - Paid Holidays^1^ - Vacation days per year^1^ - Retirement savings plan (401(k)) - Parental leave (non-birthing parents included) - Short-term disability - Employee Stock Purchase Plan - Employee Assistance Program (EAP) - Bereavement Support - Optical Education Reimbursement - Free eyewear - And more (just ask!) **Some benefits of working at Warby Parker for part-time employees:** - Employee Assistance Program (EAP) - Employee Stock Purchase Plan - Free eyewear - Paid sick leave^2^ - And more (just ask!) Warby Parker will consider for employment all qualified applicants, including those with criminal histories, in a manner…