Sr. Manager Customer Experience Operations

Sr. Manager Customer Experience Operations

Location: Bluefield, WV (Onsite)

Employment Type: Full Time

For Internal Candidates:

• Must not be on any corrective action or performance plans

• Must have held your current position for a minimum of 6 months

• Must have relevant industry/program experience

ABOUT US

At Alorica, we only do one thing – make lives better, one interaction at a time. We’re a global leader in customer service and experience, serving the world’s biggest brands with tens of thousands of employees in hundreds of locations around the globe.

We're the largest minority-owned CX provider, delivering digital-first, people-centered experiences for some of the world's most respected brands. For over 25 years, we've been helping businesses solve their toughest customer experience challenges—and we do it better than anyone else.

As a Top Place to Work, we're serious about creating an environment where people show up as their genuine selves. Which means when you succeed, we all do.

HERE’S WHAT THE JOB REALLY LOOKS LIKE

Performs extensive levels of managing operational performance against client requirements. Responsible for influencing departmental strategy and managing the daily operations of the department business area by anticipating, guiding development of, and implementing required systems, procedures and programs to consistently meet Alorica standards for quality, productivity and customer satisfaction. Regular supervision is exercised over Team Managers, Senior Team Managers or Operations Managers.

HOW YOU’LL MAKE AN IMPACT

• Oversees all aspects of team member training and development related to programs and client needs

• Ensure all company policies and procedures are adhered to at the new centers. This includes promoting a healthy work environment with honesty, integrity, and respect for all employees.

• Manages all financial and budgeting responsibilities of operational support division.

• Oversees performance and quality standard reviews to ensure outcomes meet client expectations.

WHAT YOU’LL ACTUALLY DO

• Troubleshoots and creates action plans to quickly and effectively address problems.

• Identifies process improvement opportunities to drive operational efficiencies operation.

• Monitors all key metrics in support of meeting/exceeding initiative objectives.

• Maintain positive, consistent, and effective communications with staff and Senior Leadership teams

• Other Duties as Assigned

WHAT’LL SET YOU UP FOR SUCCESS

Minimum Education and Experience:

• Bachelor’s degree from an accredited university or college with major course work in business, marketing, communications, retail management or equivalent work experience

• Extensive experience in management and operations management in a customer service or call center environment.

• Strong organizational and strategic planning skills.

• Client advocate with strong customer service skills.

• Ability to coach and develop program management to drive program performance

• Flexibility and versatility in problem analysis and resolution requiring attention to detail.

• Ability to communicate across functional lines.

• Ability to analyze and interpret qualitative and quantitative data

• Excellent interpersonal, written and oral communications and organizational skills.

Work Environment:

• Flexibility in hours and days to support program needs

• Work performed in a climate-controlled call center environment or corporate office

Physical Demand:

• Frequent travel

WHY ALORICA?

Our culture shows up in how we work together, support each other, and show up for our clients. We're bold enough to challenge how things have always been done, committed to delivering results that matter, and passionate about making customer experiences that actually work.

TIDE is our connection group built around real conversations, shared experiences, and genuine belonging. MLBA (Making Lives Better at Alorica) is our employee-led nonprofit where local teams raise funds and support colleagues and communities when it matters most. We don't just talk about culture—we build it, live it, and keep making lives better every day.

What We Offer:

• Competitive base pay with performance-driven incentives

• Comprehensive benefits including medical, dental, vision, and 401(k)

• Career development through Alorica Academy's open-access courses

• Real opportunities to grow within a global organization

• Access to our employee assistance program

• A collaborative, inclusive culture where innovation happens

Our Values

Bold – We challenge conventions and take smart risks

Relentless – We deliver results, no matter what it takes

Connected – We work as One Alorica because we're stronger together

True – We show up as our authentic selves, every single day

Ready to Join Us?

If you're looking for a place where your expertise matters, your voice is heard, and your work drives real impact, let's talk.

Apply today!

Apply today!

Equal Opportunity Employer – Veterans/Disabled

DISCLAIMER: The above information has been designed to indicate the general nature and level of work performed by employees in this classification.

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Equal Opportunity Employer

Alorica is an Equal Opportunity Employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. We do not discriminate on the basis of race, color, religion, sex, national origin, age, disability, veteran status, sexual orientation, gender identity, or any other protected characteristic.