Customer Experience Operations Manager

Role Overview

Torch is growing fast, and we’re looking for a hands-on Customer Experience Operations (CXO) Manager to be the driving force behind our CXO organization. This is a role for someone who loves being in the thick of it: someone who sees a messy workflow and can’t help but fix it.

What You Will Do

As CXO Manager, you’ll set the direction for the team every day, own workflow performance, and untangle cross-functional challenges before they become problems. You’ll partner directly with our supplier, engineering, and product teams, shaping how customers experience Torch at every touch point.

Why It Might Be a Fit

We’re a high-performance, close-knit team that enjoys solving real customer problems. We move quickly, take ownership, and maintain a strong bias for action. We believe great people do their best work when given meaningful responsibility, ambitious goals, and the opportunity to make a measurable impact.

Requirements

• 3+ years of work experience in operations, business operations, consulting or high-growth tech
• Experience managing, coaching, and mentoring others with a track record of giving clear direction, setting expectations and helping others grow
• Strong problem-solving skills and experience using data to root-cause problems, make decisions and set goals
• Demonstrated success in a customer facing role, including managing client relationships and communications
• Ability to structure ambiguous problems and translate them into clear plans for yourself and more junior team members
• A customer-minded bias for action: you take ownership and move quickly, while weighing what’s best for the practices we serve
• High attention to detail and ability to not only simplify and improve complex workflows but also scale change across the team.
• Experience with SQL, Looker, Apps Script or Python a plus.

Benefits

• Comprehensive medical, dental, and wellness benefits
• 401(k)
• Flexible PTO and family leave
• Opportunities for rapid advancement and input at the highest organizational levels