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Cx Operations Manager Jobs in Anderson, IN (NOW HIRING)

BCForward

Professional Process Writer

Indianapolis, IN · Remote

$30 - $33/hr

  • Medical

  • Dental

  • Vision

Responsibilities: · Document existing CX processes with detailed flowcharts, process maps, and ... manage projects and deliverables. Preferred Skills: · Industry knowledge of Medicaid operations ...

PNC Bank

Branch Manager

Carmel, IN · On-site

  • Medical

  • Dental

  • Vision

  • Life

  • Retirement

  • PTO

Manages operational, human capital, reputational and business risk. Exercises leadership, authority ... Preferred Skills Accountability, Banking, Client Counseling, Customer Experience (CX), Customer ...

PNC Financial Services Group, Inc.

Branch Manager

Carmel, IN · On-site

  • Medical

  • Dental

  • Vision

  • Life

  • Retirement

  • PTO

Manages operational, human capital, reputational and business risk. Exercises leadership, authority ... Preferred Skills Accountability, Banking, Client Counseling, Customer Experience (CX), Customer ...

Pwc

OCI Solution Architect - Manager

Indianapolis, IN

$99K - $232K/yr

  • Medical

  • Dental

  • Vision

  • Retirement

  • PTO

... optimise operational efficiency. These individuals analyse client needs, implement software ... CX, FDI) - Creating solutions around Oracle Cloud technologies - Using tools like Terraform or ...

PNC Bank

Relationship Banker Business Specialist

Carmel, IN · On-site

  • Medical

  • Dental

  • Vision

  • Life

  • Retirement

  • PTO

Proactive lead management and referral generation--Leverages experience and acquired knowledge of ... Acts as an advocate for clients and prospects across product, support, operations or other ...

Miratech

Delivery Director

Indianapolis, IN · On-site +1

$202K/yr

  • Medical

Experience building, scaling, or improving delivery organizations, governance models, PMO practices, and operational processes. * Experience in CX, Contact Center, CCaaS, SaaS, Professional Services ...

Miratech

Delivery Director

Indianapolis, IN · On-site +1

$202K/yr

  • Medical

Experience building, scaling, or improving delivery organizations, governance models, PMO practices, and operational processes. * Experience in CX, Contact Center, CCaaS, SaaS, Professional Services ...

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All JobsCx Operations JobsCx Operations Manager JobsCx Operations Manager Jobs in Anderson, IN

Cx Operations Manager information

See Anderson, IN salary details

$26.9K

$55K

$102.7K

How much do cx operations manager jobs pay per year?

As of Aug 16, 2026, the average yearly pay for cx operations manager in Anderson, IN is $54,986.00, according to ZipRecruiter salary data. Most workers in this role earn between $35,500.00 and $67,200.00 per year, depending on experience, location, and employer.
Cx Operations Manager jobs near you
Infographic showing various Cx Operations Manager job openings in Anderson, IN as of June 2026, with employment types broken down into 60% Full Time, 20% Part Time, 4% Temporary, 12% Contract, and 4% Nights. Highlights an 86% Physical, 2% Hybrid, and 12% Remote job distribution, with an average salary of $54,986 per year, or $26.4 per hour.

Director, Customer Operations

Smart Care Equipment Solutions

Fishers, IN • On-site

$125K/yr

Full-time

Posted 6 days ago

Smart Care Equipment Solutions rating

8.8

Company rating: 8.8 out of 10

Based on 9 frontline employees who took The Breakroom Quiz

18th of 278 rated repair and maintenance companies

Job description

The Director of Customer Service & Customer Operations is responsible for leading Smart Care's centralized Customer Operations organization, overseeing Customer Service, Dispatch, Workforce Management, Quality Assurance, and Customer Escalation functions.
This leader is accountable for delivering a consistent, world-class customer experience while driving operational excellence across every customer interaction.
Reporting to the Vice President - Field Support, the Director leads a diverse organization of onshore and offshore team members responsible for supporting customers throughout the service lifecycle, from initial service request through technician dispatch, service completion, and issue resolution.
This role develops and executes customer service strategies that improve customer satisfaction, employee engagement, operational efficiency, and business performance through process improvement, technology innovation, workforce optimization, and data-driven decision-making.
Scope
The Director provides strategic and operational leadership for:
  • Customer Service Contact Center
  • National Dispatch Operations
  • Customer Support Workforce Management (Forecasting, Scheduling, Capacity Planning)
  • Quality Assurance & Performance Management
  • Executive Customer Escalations
  • Customer Communications
  • Customer Experience (CX) Programs
  • Customer Operations Reporting & Analytics
  • Offshore Business Process Outsourcing (BPO) Partners

Primary Responsibilities
Customer Experience Leadership
  • Develop and execute the enterprise Customer Experience strategy.
  • Champion a customer-first culture that prioritizes responsiveness, ownership, transparency, and service excellence.
  • Lead Voice of the Customer initiatives utilizing customer feedback, CSAT, NPS, Customer Effort Score (CES), and customer insights to drive continuous improvement.
  • Establish service standards and customer communication expectations across all customer-facing teams.
  • Serve as executive sponsor for high-profile customer issues and service recovery efforts.

Customer Service Operations
  • Lead all centralized customer service operations supporting customers across the US.
  • Ensure consistent execution of service request intake, work order creation, service scheduling, customer communication, and issue resolution.
  • Drive continuous improvement in customer responsiveness, first-contact resolution, and overall service quality.
  • Evolve operating rhythms, daily performance management, and standardized operating procedures.

Dispatch Operations
  • Provide strategic oversight of national dispatch operations.
  • Optimize technician scheduling and resource allocation while balancing customer expectations, technician productivity, travel efficiency, and contractual service level agreements.
  • Develop dispatch strategies that maximize technician utilization while reducing response times and improving first-time fix rates.
  • Partner closely with Regional Operations leaders to continuously improve field execution.

Workforce Management
  • Oversee workforce planning, forecasting, scheduling, staffing models, and capacity planning across all customer support functions.
  • Develop staffing strategies that effectively leverage both onshore and offshore resources.
  • Ensure workforce plans support seasonal demand, customer growth, and changing business needs.
  • Improve schedule adherence, productivity, and overall workforce efficiency.

Quality Assurance, Training, & Continuous Improvement
  • Develop onboarding programs that accelerate new hire productivity.
  • Create ongoing learning and development programs for customer service, dispatch, and leadership teams.
  • Establish and lead enterprise Quality Assurance programs across customer service and dispatch operations.
  • Develop quality scorecards, coaching standards, calibration programs, and performance audits.
  • Utilize quality insights to improve customer interactions, reduce errors, and increase consistency.
  • Lead continuous improvement initiatives to simplify processes and eliminate waste.

Customer Escalation Management
  • Lead executive customer escalation processes for strategic and high-impact customer issues.
  • Develop standardized escalation procedures and governance.
  • Analyze root causes and implement corrective actions to prevent recurring issues.
  • Partner with Sales, Operations, and Executive Leadership to strengthen key customer relationships.

Technology & Digital Transformation
  • Partner with Information Technology to implement technology solutions that enhance both the customer and employee experience.
  • Lead modernization initiatives involving AI-enabled customer support, workforce management solutions, and customer self-service capabilities.
  • Identify automation opportunities that reduce manual work, improve accuracy, and accelerate response times.
  • Utilize analytics and AI to drive predictive insights and operational improvements.

Leadership & Talent Development
  • Lead, mentor, and develop managers, supervisors, and team leaders across multiple customer operations functions.
  • Foster a culture of accountability, collaboration, innovation, and continuous improvement.
  • Build leadership succession plans and high-performing teams capable of supporting organizational growth.
  • Lead both internal teams and outsourced partners to achieve consistent performance expectations.

Performance & Business Results
Develop and maintain executive dashboards and performance reporting focused on operational health, customer outcomes, and continuous improvement.
Key performance indicators include:
  • Customer Satisfaction (CSAT)
  • Net Promoter Score (NPS)
  • Customer Effort Score (CES)
  • Speed to Answer
  • Service Level Achievement
  • Email Response Time
  • Call Abandonment Rate
  • Schedule Compliance
  • Technician Utilization Support
  • Quality Assurance Scores
  • Employee Engagement
  • Attrition & Retention
  • Productivity
  • SLA Performance

Cross-Functional Leadership
Partner closely with cross-functional teams including Field Operations, Sales, Marketing, IT, Supply Chain, and training, to align customer support capabilities with business objectives and deliver a seamless end-to-end customer experience.
About Smart Care
Smart Care is a national repair and service provider for commercial foodservice, refrigeration, and cold storage equipment. Our offering of comprehensive mechanical services includes hot side cooking equipment, stand-alone refrigeration, specialty coffee and beverage, complex rack refrigeration and HVAC.
Smart Care is an Equal Employment Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or other protected class status. All qualified individuals are encouraged to apply. If you need a reasonable accommodation with respect to Smart Care's application or hiring process due to a disability, please contact the Human Resources department at HR@smartcaresolutions.com.

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