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