Customer Experience Operations Manager

Join the future of mobility. Help build the platform that's changing how cities move.NoTraffic is the world’s leading mobility platform, transforming intersections into connected infrastructure that improves flow, boosts safety, and prepares cities for the autonomous era.We’re looking for a Customer Experience Operations Manager who will enable and scale customer-facing teams through strong internal training, quality standards, and operational rigor, ensuring customer experience strategy is translated into consistent, high-quality execution across the organization.The role partners with Product and R&D to distill product updates, technical changes, and insights into clear, actionable guidance for the customer-facing teams.Your day to day will include:Designing, delivering, and continuously improving internal training programs for NOC operations, project managers, and delivery teamsServing as the primary CX point of contact for Product and R&D, to distill product updates, technical changes, and insights into clear, actionable guidance for the customer-facing teams.Owning agent quality assurance programs, including defining quality metrics, reviewing performance, and driving corrective actionsConducting regular process audits to identify gaps, inefficiencies, and compliance issuesSupporting customer operations by documenting workflows and enabling efficient executionPartnering closely with CX leadership to align execution with customer experience goalsOwning and operationalizing Voice of the Customer (VoC) inputs by collecting, analyzing, and translating customer feedback into training improvements, QA criteria, and process enhancements