Customer Experience Support Manager

**BASE COMPENSATION:** $70,000 - $77,000 annually **LOCATION:** Scottsdale, AZ **WORKPLACE SETTING:** Onsite **POSITION SUMMARY** The Customer Experience (CX) Support Manager is a member of the CX leadership team and the connective tissue between 10X Health's internal escalation team and our outsourced Tier 1 contact center. This role owns the processes, metrics, content and day-to-day operating relationship that keep both teams performing at a 10X standard. You are the subject matter expert our BPO partner relies on, the escalation quarterback our internal team trusts, and the data storyteller who keeps CX leadership informed and ahead of the curve. This is not a passive coordinator role. You bring structured thinking, workflow discipline, and an obsession with performance data to everything you touch. You'll design the processes, monitor the metrics, and drive the accountability loops that separate a good contact center from a great one. You work quickly in ambiguity, focused and efficient **ABOUT 10X HEALTH SYSTEM** 10X Health System is a pioneering company at the forefront of the health and wellness industry, dedicated to revolutionizing the way individuals approach their personal health and well-being. With a philosophy rooted in the principle that optimal health is the foundation for a life lived to the fullest, 10X Health provides cutting-edge solutions and personalized health plans designed to empower individuals to achieve and maintain peak physical and mental performance. The company's comprehensive approach to health combines the latest advances in medical science, nutrition, fitness, and technology to offer a suite of services that include state-of-the-art diagnostic testing, individualized treatment protocols, and ongoing support from a team of world-class health professionals. 10X Health's commitment to innovation and results has established it as a leader in the health optimization space, catering to those who strive to push the boundaries of what is possible in their health journey. **OBJECTIVES** BPO Partnership & Liaison - Serve as the primary day-to-day point of contact between 10X Health and the outsourced Tier 1 contact center, managing the operational relationship and holding the BPO accountable to SLAs and performance standards - Lead regular cadence meetings with the BPO (daily standups, weekly/monthly business reviews) to communicate policy changes, product updates, and performance expectations - Translate new products, programs, and protocols into training-ready content for Tier 1, coordinating with BPO training leads to ensure timely rollout and comprehension Content & Process Ownership - Own all customer-facing content: scripts, FAQs, knowledge base articles, job aids with escalation trees, and SOPs — keeping them current, accurate, and unmistakably 10X - Design, document, and continuously improve end-to-end workflows spanning Tier 1 intake, internal escalation routing, and resolution handoff - Identify recurring Tier 1 failure points and drive cross-functional root-cause resolution with Product, Clinical, and Operations - Maintain and update internal escalation playbooks, ensuring consistency and speed in handling complex patient concerns ​​​​​​​Data Analysis, Reporting, & Metrics - Own the T1 CX metrics dashboard — define, build, and maintain reporting across handle time, first contact resolution, escalation rate, QA scores, and BPO adherence - Conduct weekly and monthly performance analyses, identifying trends, anomalies, and leading indicators before they become problems - Deliver structured performance reports to CX leadership with clear insights, variance analysis, and actionable recommendations — not just raw numbers - Monitor and calibrate Tier 1 quality through call audits and QA scorecards; deliver structured feedback to BPO leadership and track improvement over time - Use data to make the case for process changes, staffing adjustments, and technology investments — you speak fluent metric…