Manager, Customer Experience Operations - Remote

Overview

Reliance Health’s mission is to make quality healthcare delightful, affordable, and accessible in emerging markets. From Nigeria, Egypt, Senegal and beyond, we offer comprehensive health plans tailored to both employers’ and employees’ needs through an integrated approach that includes telemedicine, affordable health insurance, and a combination of partner and proprietary healthcare facilities. By leveraging advanced technology, we are transforming the healthcare landscape, making it more efficient and accessible for everyone.

In Short

• 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

• Experience in customer experience management
• Strong analytical skills and experience with data-driven decision making
• Proficiency in support tooling and ticketing systems
• Excellent communication and collaboration skills
• Ability to manage multiple projects and priorities
• Experience in process optimization
• Leadership experience in a customer support environment
• Familiarity with operational metrics and reporting

Benefits

• Opportunity to work in a mission-driven organization
• Collaborative and innovative work environment
• Professional development opportunities
• Competitive salary and benefits