CX Retention Operations Manager (Remote)
TalentPop App
Date: 2 weeks ago
City: Bacolod City
Contract type: Full time
Remote
Join TalentPop App as a CX Retention Operations Manager (Remote)
At TalentPop App, we're looking for an experienced CX Retention Operations Manager to lead and optimize customer retention initiatives, post-purchase operations, and support performance across our growing portfolio of brands.
This is a high-impact leadership role for someone who thrives on using data, process improvement, and team development to create measurable business results. If you're passionate about customer experience, operational excellence, and retention strategy, we'd love to hear from you.
Position Details
At TalentPop App, we're looking for an experienced CX Retention Operations Manager to lead and optimize customer retention initiatives, post-purchase operations, and support performance across our growing portfolio of brands.
This is a high-impact leadership role for someone who thrives on using data, process improvement, and team development to create measurable business results. If you're passionate about customer experience, operational excellence, and retention strategy, we'd love to hear from you.
Position Details
- Compensation: $1,800–$2,200 USD per month
- Location: Remote (Philippines)
- Schedule: 9:00 AM – 5:00 PM Pacific Time
- Own and optimize retention operations across returns, exchanges, store credit programs, and cart recovery initiatives.
- Monitor and improve key retention metrics, including Net Return Rate, Exchange Rate, and Cart Recovery Rate.
- Lead, coach, and support remote customer service teams to achieve performance and customer satisfaction goals.
- Maintain quality assurance standards and ensure SLA compliance across support operations.
- Analyze customer feedback, operational performance, and retention data to identify opportunities for improvement.
- Develop weekly reports, dashboards, and strategic recommendations for leadership.
- Collaborate closely with Product, Marketing, and Customer Support teams to enhance customer retention and loyalty.
- Implement operational improvements that create a more seamless post-purchase customer experience.
- At least 3 years of experience in Customer Experience Operations, Retention Operations, Customer Success, Customer Support Leadership, or E-commerce Operations.
- Strong understanding of Shopify customer support workflows, returns, refunds, exchanges, and order management.
- Experience analyzing KPIs, reporting on operational performance, and using data to drive decision-making.
- Proven ability to coach, mentor, and manage remote support teams.
- Excellent written and verbal English communication skills.
- Strong problem-solving skills with a focus on process optimization and customer experience improvements.
- Ability to leverage AI and automation tools while maintaining ownership of outcomes and performance.
- Experience with Gorgias, Shopify, Navidium, or similar e-commerce support platforms.
- Background in customer retention, lifecycle operations, or customer success management.
- Experience working with direct-to-consumer (DTC) or e-commerce brands.
- Advanced proficiency in Google Sheets, reporting, and operational analytics.
- Experience building and improving customer experience processes at scale.
- Annual performance-based compensation reviews.
- Health and dental coverage or a monthly health stipend.
- Paid time off and holiday bonuses.
- Performance recognition and incentive programs.
- 100% remote work environment.
- Opportunities for professional growth and career advancement.
- A collaborative team culture focused on innovation, accountability, and continuous improvement.
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