FIGS · 13 hours ago
Senior Manager, CX & BPO Partner Management
Santa Monica, CA
Full-time
Onsite
Mid, Senior Level
$95K/yr - $115K/yr
5+ years expFIGS is a direct-to-consumer healthcare apparel and lifestyle brand seeking a highly strategic and operationally strong Senior Manager, Partner Management to enhance customer experience. This role involves leading systems, people, and programs to ensure high-quality customer interactions while managing partner relationships and driving operational excellence.
ApparelConsumer GoodsFashionHealth CareRetail
Responsibilities
Lead, coach, and develop a high-performing CX enablement organization, including:
Provide strategic direction, goal-setting, and performance management across teams responsible for CX training, quality, and knowledge
Build scalable team structures, clarify ownership, and ensure alignment across enablement functions
Serve as a mentor and thought partner to external CX leaders, helping translate operational needs into enablement solutions
Develop and execute innovative strategies to meet and surpass all operational metrics, including SLAs, CSAT, NPS, and other KPIs, aligning with broader organizational goals
Own the CX Operational strategy roadmap, ensuring training, quality, content, and partner readiness initiatives align with business priorities and CX goals
Establish and evolve operating standards that drive consistency, accountability, and excellence across internal teams and BPO partners
Ensure CX teams are fully trained and coached to support new programs, policies, tools, and process changes through structured learning and development plans
Support the design, management, and implementation of comprehensive real-time reporting systems, providing actionable insights and strategic recommendations to executive leadership
Utilize data analytics to identify areas for improvement and to quantify the impact of CX initiatives
Provide strategic oversight of training and quality assurance programs, ensuring they drive measurable improvements in CSAT, NPS, and agent performance
Define QA frameworks, calibration standards, and coaching methodologies
Leverage automation and analytics to scale learning and quality programs
Identify root causes of CX gaps and inform corrective action plans
Lead the development and implementation of quality assurance automation initiatives across all CX channels to drive efficiency, consistency, and scalability
Act as a partner to the CX team related to readiness, quality outcomes, and performance trends
Oversee CX content strategy and management across customer-facing and internal knowledge, including help center articles, macros, SOPs, and training documentation
Ensure brand voice, tone, and accuracy are maintained across all CX communications in partnership with Brand, Legal, and Marketing
Drive continuous optimization of CX knowledge through data, feedback, and cross-functional collaboration
Establish clear documentation standards and workflows to support operational efficiency and agent confidence
Act as the sole CX partner account manager, owning relationships and channel communications, ensuring consistent training, quality standards, and brand alignment
Partner with vendors and internal stakeholders on CX readiness for system rollouts, process changes, and scaling initiatives
Participate in partner meetings as a CX operational and quality leader, proactively surfacing risks, opportunities, and performance insights
Own end-to-end reputation and trust management, including insight aggregation and reporting across multiple platforms (e.g., Trustpilot, BBB, Reddit, social media, and core CX channels)
Develop and execute proactive reputation management strategies across third-party consumer platforms to protect brand integrity, strengthen trust, and positively influence public perception at scale
Lead service response governance and SLA performance across external platforms, ensuring timely (24-hour) and high-quality engagement while consistently maintaining strong public ratings and customer trust
Act as a CX subject matter expert for enablement-related systems and tools (e.g., Zendesk knowledgebase, LMS platforms, QA tools)
Partner with Product, Analytics, and Operations to ensure tools and workflows support agent efficiency, development, and customer outcomes
Drive adoption of automation and scalable solutions that reduce manual effort and improve CX consistency and accuracy
Provide end-to-end ownership of the quality assurance automation platform and CX learning management solution, driving optimization, adoption, and performance through scalable systems and tooling
Collaborate closely with Product, Marketing, Operations, Analytics, Fraud, and Legal teams to embed customer experience considerations into business decisions
Leverage advanced data analytics and Voice of Customer (VoC) insights to surface trends, risks, and opportunities, translating findings into clear, actionable recommendations for CX, Product, Marketing, and Executive Leadership
Serve as a trusted CX leader who balances strategic thinking with hands-on execution
Qualification
Required
Proven experience in customer experience, operations, or related fields, in a leadership role (5+ years)
Proven experience managing diverse, global, remote teams both internally and and BPO's
Deep understanding of SLAs, CSAT, NPS, and advanced analytics reporting
Strategic vision with the ability to oversee multiple initiatives and drive cross-functional collaboration
Extensive experience with CRM platforms, including setup, customization, and analytics
Familiarity with CX experience platforms (e.g., Delighted, Qualtrics, Medallia, AI solutions), reporting tools (Looker, Tableau, Excel), and automation technologies
Strong people leadership experience, including managing managers and building scalable teams
Proven ability to design and operationalize CX programs across training, quality, content, and partner readiness
Excellent analytical skills with the ability to use data to prioritize initiatives, assess impact, and influence stakeholders
Exceptional written and verbal communication skills
Highly organized, detail-oriented, and comfortable managing multiple complex initiatives simultaneously
Equally effective as a strategic leader, cross-functional partner, and execution-focused operator
Benefits
Equity: Eligible FIGS employees have the opportunity to own shares of FIGS stock through our new-hire equity program.
Additionally, FIGS provides a discount when purchasing FIGS stock voluntarily through our FIGS Employee Stock Purchase Plan
Annual bonus: This position is eligible to participate in the FIGS annual bonus program
Comprehensive benefits and perks package focused on your well-being, including premium medical, dental and vision coverage, and full access to wellness services through Breethe and Classpass.
100% FIGS-sponsored life insurance and disability insurance
Amazing 401(k) program, with a company match up to the first 6% of your contribution
Generous paid time off - We have 12 company holidays.
For salaried team members, we offer flexible vacation.
For our hourly team members, we offer up to 3 weeks of accrued vacation
Meaningful time away for baby bonding, including parental leave, new parent care meals, and a transition back to work for primary caregivers
FIGS sponsored Uber Eats voucher for in-office weeks
Personalized discount code for 50% off all FIGS products, along with a separate code to share with family and friends to enjoy a 25% discount site-wide
Access to FIGS Vet, Discounted Pet Daycare, Discounted Pet Insurance, and so much more…
Company
FIGS
FIGS is a health care apparel company focusing on the design, technical fabrications, and the comfort of scrubs for healthcare providers.
201-500 employees
H1B Sponsorship
FIGS has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (1)
2024 (2)
2022 (2)
Funding
Current Stage
Public CompanyTotal Funding
$75MKey Investors
STORY3 Capital PartnersTulcoCampfire Capital
2021-06-11Post Ipo Equity
2021-06-11Post Ipo Debt
2021-05-27IPO
Leadership Team
Trina Spear
Co-Founder & CEO
Heather Hasson
Co-Founder/ Executive Chairman
Recent News
2026-01-16
Bizjournals.com Feed (2025-11-12 15:43:17)
2026-01-16
2025-11-24
Company data provided by crunchbase