Senior Manager, CX & BPO Partner Management

Back to jobs Senior Manager, CX & BPO Partner Management Santa Monica, CA Apply FIGS is seeking a highly strategic and operationally strong Senior Manager, Partner Management, to lead the systems, people, and programs that power a consistent, high-quality customer experience at scale. This role is responsible for driving operational excellence across our partner ecosystem while ensuring every customer interaction reflects the care, quality, and standards our brand is known for. This role provides end-to-end ownership of Customer Experience enablement, overseeing training, quality assurance, content strategy, partner management, and operational insights and reporting. The Senior Manager ensures external partners and teams are fully equipped, aligned, and accountable to deliver consistent, high-quality experience for our healthcare professionals at scale. As a senior operational leader, this role drives cross-functional alignment and translates CX vision into durable operating models through clear standards, scalable processes, effective tooling, and strong people leadership. This role sets the bar for performance, builds high-impact teams, and partners closely with key stakeholders to continuously improve efficiency, quality, and customer outcomes across all CX channels. This role reports directly to the SVP of Customer Experience. What You'll Do People Leadership & Development Lead, coach, and develop a high-performing CX enablement organization, including: Manager, Training & Quality Assurance Training & Quality Assurance Representatives Content Coordinator Provide strategic direction, goal-setting, and performance management across teams responsible for CX training, quality, and knowledge. Build scalable team structures, clarify ownership, and ensure alignment across enablement functions. Serve as a mentor and thought partner to external CX leaders, helping translate operational needs into enablement solutions. CX Operational Strategy & Execution Develop and execute innovative strategies to meet and surpass all operational metrics, including SLAs, CSAT, NPS, and other KPIs, aligning with broader organizational goals. Own the CX Operational strategy roadmap, ensuring training, quality, content, and partner readiness initiatives align with business priorities and CX goals. Establish and evolve operating standards that drive consistency, accountability, and excellence across internal teams and BPO partners. Ensure CX teams are fully trained and coached to support new programs, policies, tools, and process changes through structured learning and development plans. Support the design, management, and implementation of comprehensive real-time reporting systems, providing actionable insights and strategic recommendations to executive leadership. Utilize data analytics to identify areas for improvement and to quantify the impact of CX initiatives. Training & Quality Assurance Provide strategic oversight of training and quality assurance programs, ensuring they drive measurable improvements in CSAT, NPS, and agent performance.

Examples such as:

Define QA frameworks, calibration standards, and coaching methodologies Leverage automation and analytics to scale learning and quality programs Identify root causes of CX gaps and inform corrective action plans Lead the development and implementation of quality assurance automation initiatives across all CX channels to drive efficiency, consistency, and scalability. Act as a partner to the CX team related to readiness, quality outcomes, and performance trends. Content, Knowledge & Documentation Governance Oversee CX content strategy and management across customer-facing and internal knowledge, including help center articles, macros, SOPs, and training documentation. Ensure brand voice, tone, and accuracy are maintained across all CX communications in partnership with Brand, Legal, and Marketing. Drive continuous optimization of CX knowledge through data, feedback, and cross-functional collaboration. Establish clear documentation standards and workflows to support operational efficiency and agent confidence. Partner & BPO Enablement Act as the sole CX partner account manager, owning relationships and channel communications, ensuring consistent training, quality standards, and brand alignment. Partner with vendors and internal stakeholders on CX readiness for system rollouts, process changes, and scaling initiatives. Participate in partner meetings as a CX operational and quality leader, proactively surfacing risks, opportunities, and performance insights. Reputation & Trust Management Own end-to-end reputation and trust management, including insight aggregation and reporting across multiple platforms (e.g., Trustpilot, BBB, Reddit, social media, and core CX channels). Develop and execute proactive reputation management strategies across third-party consumer platforms to protect brand integrity, strengthen trust, and positively influence public perception at scale. Lead service response governance and SLA performance across external platforms, ensuring timely (24-hour) and high-quality engagement while consistently maintaining strong public ratings and customer trust. Systems, Tools & CX Readiness Act as a CX subject matter expert for enablement-related systems and tools (e.g., Zendesk knowledgebase, LMS platforms, QA tools). Partner with Product, Analytics, and Operations to ensure tools and workflows support agent efficiency, development, and customer outcomes. Drive adoption of automation and scalable solutions that reduce manual effort and improve CX consistency and accuracy. Provide end-to-end ownership of the quality assurance automation platform and CX learning management solution, driving optimization, adoption, and performance through scalable systems and tooling. Cross-Functional Leadership Collaborate closely with Product, Marketing, Operations, Analytics, Fraud, and Legal teams to embed customer experience considerations into business decisions. Leverage advanced data analytics and Voice of Customer (VoC) insights to surface trends, risks, and opportunities, translating findings into clear, actionable recommendations for CX, Product, Marketing, and Executive Leadership. Serve as a trusted CX leader who balances strategic thinking with hands-on execution. Qualifications Proven experience in customer experience, operations, or related fields, in a leadership role (5+ years). Proven experience managing diverse, global, remote teams both internally and and BPO's. Deep understanding of SLAs, CSAT, NPS, and advanced analytics reporting. Strategic vision with the ability to oversee multiple initiatives and drive cross-functional collaboration. Extensive experience with CRM platforms, including setup, customization, and analytics Familiarity with CX experience platforms (e.g., Delighted, Qualtrics, Medallia, AI solutions), reporting tools (Looker, Tableau, Excel), and automation technologies. Strong people leadership experience, including managing managers and building scalable teams. Proven ability to design and operationalize CX programs across training, quality, content, and partner readiness. Excellent analytical skills with the ability to use data to prioritize initiatives, assess impact, and influence stakeholders. Exceptional written and verbal communication skills. Highly organized, detail-oriented, and comfortable managing multiple complex initiatives simultaneously. Equally effective as a strategic leader, cross-functional partner, and execution-focused operator. FIGS Compensation and Benefits Pay Range At FIGS, your base salary is one part of your total compensation package. This role's base salary range is between $95,000 and $115,000. Actual base salary is determined based on a number of factors, including but not limited to your relevant skills, qualifications, and years of experience.

Additional Compensation and Benefits Equity:

Eligible FIGS employees have the opportunity to own shares of FIGS stock through our new-hire equity program. Additionally, FIGS provides a discount when purchasing FIGS stock voluntarily through our FIGS Employee Stock Purchase Plan Annual bonus: This position is eligible to participate in the FIGS annual bonus program Other compensation and benefits offered include: Comprehensive benefits and perks package focused on your well-being, including premium medical, dental and vision coverage, and full access to wellness services through Breethe and Classpass. 100% FIGS-sponsored life insurance and disability insurance Amazing 401(k) program, with a company match up to the first 6% of your contribution Generous paid time off - We have 12 company holidays. For salaried team members, we offer flexible vacation. For our hourly team members, we offer up to 3 weeks of accrued vacation Meaningful time away for baby bonding, including parental leave, new parent care meals, and a transition back to work for primary caregivers FIGS sponsored Uber Eats voucher for in-office weeks Personalized discount code for 50% off all FIGS products, along with a separate code to share with family and friends to enjoy a 25% discount site-wide Access to FIGS Vet, Discounted Pet Daycare, Discounted Pet Insurance, and so much more…

• Benefits eligibility is determined by hour requirements and length of service A little bit about us… FIGS, Inc.

is a founder-led, direct-to-consumer healthcare apparel and lifestyle brand that seeks to celebrate, empower and serve current and future generations of healthcare professionals. We redefine what scrubs are by creating technically advanced apparel and products that feature an unmatched combination of comfort, durability, function and style, all at an affordable price. With the largest DTC platform in healthcare apparel, we sell our products to a rapidly growing community of loyal customers. Through these customer relationships, FIGS has built a community and lifestyle around a profession, revolutionizing the large and fragmented healthcare apparel market and becoming the industry's category-defining healthcare apparel and lifestyle brand. Our Threads for Threads initiative is integral to our mission to improve the lives of healthcare professionals on a global scale. Founded alongside FIGS in 2013, Threads for Threads donates scrubs to healthcare professionals working in resource-poor countries around the world. FIGS considers all Qualified Applicants, including those with Criminal Histories (e.g., arrests or conviction records), for Employment in accordance with applicable state and local laws, including the City of Los Angeles' Fair Chance Initiative for Hiring Ordinance, the Los Angeles County Fair Chance Ordinance for Employers, and the California Fair Chance Act. For information about how we process information in connection with your application, view our Employee & Applicant Privacy Policy linked in the footer below. Create a Job Alert Interested in building your career at FIGS? Get future opportunities sent straight to your email. Create alert Apply for this job

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