Manager, Customer Experience Operations (Remote) at Reliance Health

Reliance Health uses Technology to Make Healthcare Accessible and Affordable. Through an integrated approach that includes affordable health insurance, telemedicine, and a combination of partner and proprietary healthcare facilities, Reliance Health offers innovative healthcare solutions that meet the needs of emerging markets.

We are recruiting to fill the position below:

Job Title: Manager, Customer Experience Operations

Location: Remote

Summary

• As the Manager of Customer Experience Operations, you will build and run the systems, processes, and reporting that power our support teams.
• Your work will ensure that customer issues are tracked, triaged, escalated, and resolved efficiently across all channels.
• This is a hands-on, execution-heavy role focused on clarity, speed, and scale.
• You will partner with team leads, analysts, and cross-functional teams to streamline workflows, manage tooling, improve SLAs, and drive continuous improvement using data.

As a Manager of Customer Experience Operations, you will:

• Design and manage end-to-end support operations workflows and escalations
• Own and optimize support tooling, ticketing systems, and integrations
• Monitor and report on operational metrics (SLA, CSAT, FCR, backlog, etc.)
• Build and maintain dashboards to provide real-time insights to leadership and teams
• Partner with QA, training, and team leads to improve quality and consistency
• Identify and resolve process gaps or inefficiencies that impact customer experience
• Support change management initiatives across the CX function
• Lead root-cause analysis on recurring issues and propose long-term fixes
• Collaborate cross-functionally to ensure CX operations align with business goals.

Requirements

• Minimum of 7 years of experience in CX operations, service delivery, or process improvement
• Proven ability to manage systems and tooling (e.g., Zoho CRM Zendesk, Freshdesk)
• Strong analytical skills and comfort working with data, metrics, and reporting tools
• Excellent project management and execution discipline
• Experience driving process improvement in fast-paced, high-volume environments
• Clear communicator and systems thinker
• Customer-centric mindset with a bias for action.

Benefits
At Reliance Health, we prioritize our people and their well-being. Our benefits package is designed to support your success, growth, and happiness. Here’s what you’ll enjoy:

• Remote-First Environment Work from anywhere while staying connected to a vibrant, collaborative team
• Competitive Salary and Benefits We offer a salary that’s benchmarked against the best in the industry, ensuring your expertise and impact are fully rewarded
• Premium Health Insurance Comprehensive health coverage for you and your family, because your well-being comes first
• Unlimited Leave Take the time you need when you need it—no limits, no questions
• Meaningful Impact Play a key role in transforming customer experiences and shaping healthcare innovation
• Collaborative Work Culture Join a supportive, inclusive, and team-focused environment that celebrates diversity.
• Growth Opportunities Access tools, mentorship, and resources to elevate your skills and career
• Learning & Development Allowance We provide an allowance to support your ongoing professional growth and skill enhancement. 

Application Closing Date
Not Specified.

How to Apply
Interested and qualified candidates should:
Click here to apply online

Note

• This is more than a job—it’s a chance to grow, thrive, and make a real difference.
• At Reliance Health, your journey matters.