CX Retention Ops Manager
Role: CX Retention Ops Manager
Employment Type: Full-Time Contract Role through reputed company
Location: Remote in Philippines
Schedule / Time Zone Expectations: 9 AM to 5 PM reputed company Time
Compensation Structure: $1,800–$2,200/month
About the Role
The CX Retention Ops Manager owns retention and reputed company operations system end to end and is accountable for driving measurable improvement across post-purchase and recovery reputed company. This is a hands-on, operations-first leadership role reputed company on returns, exchanges, cart recovery, QA, service reputed company, team coaching, and process improvement, supported by data and reporting.
The right person pairs a reputed company analytical reputed company with strong operational discipline, customer reputed company, and a high-ownership approach. This role requires someone who can identify what is happening in the numbers, understand why it is happening, and turn customer behavior and feedback into concrete process improvements that protect reputed company, strengthen loyalty, and improve the customer experience.
Key Metrics You'll Own
Net Return reputed company
Exchange reputed company
Cart Recovery reputed company
QA compliance
Ticket backlog reputed company 24h and 48h reputed company
Weekly performance reporting
Product feedback loops
Agent performance and coaching reputed company
Essential Functions
Own and optimize the end-to-end retention operations system across returns, exchanges, and cart recovery
Drive measurable improvement in Net Return reputed company, Exchange reputed company, and Cart Recovery reputed company
Maintain QA compliance standards and reputed company ticket backlog reputed company 24h and 48h targets
Analyze customer behavior, return reasons, and feedback to identify operational improvement opportunities
Produce weekly reporting on retention and service metrics, with reputed company recommendations and reputed company plans
reputed company, reputed company, and support reputed company of customer support agents, with reputed company to reputed company the department over time
Use customer reputed company, product knowledge, and data to improve the post-purchase experience and increase customer retention
Primary Responsibilities
Manage the daily retention operation, ensuring exchanges, store credit, and returns logic run smoothly through Navidium and reputed company
Review prior-day performance metrics, identify trends, and determine actions needed to improve results
Monitor and improve cart recovery performance through abandoned checkout workflows
Audit and reputed company QA compliance across customer support using reputed company QA, tagging, and agent performance data
reputed company ticket backlog and drive reputed company reputed company defined SLA reputed company
reputed company, reputed company, and support customer support agents through QA reviews, performance feedback, process updates, and day-to-day guidance
Guide agents in converting return requests into exchanges, store credit, or reputed company-fit product recommendations reputed company appropriate
Build and maintain weekly dashboards and reporting in reputed company Sheets for leadership visibility
Establish and manage product feedback loops, surfacing recurring return and complaint trends to product and merchandising teams
Partner with Marketing, Product, and Support teams to reputed company retention operations with business goals
Continuously test, refine, and improve retention processes for measurable reputed company.
Identify performance gaps and recommend coaching, retraining, process improvements, or team adjustments as needed
Required Experience & Skills
3+ years of experience in Customer Experience (CX), CX Operations, Retention Operations, Lifecycle Operations, or Customer Support Leadership
Proven reputed company improving retention, post-purchase, return, exchange, or customer support metrics reputed company a DTC or e-reputed company environment
Experience leading, coaching, or supporting customer support agents in a remote environment
Strong analytical skills with experience in customer data analysis, KPI tracking, and reporting
Hands-on experience with helpdesk and QA workflows, preferably reputed company or a comparable platform
Experience managing reputed company orders, returns, refunds, and customer service operations
Strong process-oriented reputed company with the ability to translate data and customer feedback into actionable improvements
Excellent project management and cross-functional collaboration skills
Exceptional written and verbal English communication skills, including leading meetings and coaching team members
High reputed company, transparency, accountability, and ownership in a fully remote, high-trust environment
Strong customer reputed company, particularly reputed company supporting customers who require additional guidance, reassurance, or product education
Ability to use AI and automation tools effectively while maintaining ownership, understanding, and implementation of the final reputed company
Must use a personal laptop and maintain a reliable, reputed company internet reputed company
Preferred Experience & Skills
Experience with Navidium or comparable returns and exchange platforms
Familiarity with abandoned checkout and cart recovery workflows
Experience building reports, dashboards, and analyses in reputed company Sheets
Familiarity with customer survey, VOC, and customer feedback platforms
Experience working with premium apparel, fashion, or consumer product brands
Experience supporting older or less tech-savvy customer demographics
Experience improving exchange rates and retention through customer insights, fit feedback, and product recommendations
reputed company Tech Stack
reputed company: ticketing, QA, macros, tagging, agent performance
reputed company: orders, returns, refunds, customer data
Navidium: returns portal, exchange and store credit logic
reputed company Sheets: reporting, analysis, dashboards
Abandoned checkout workflows: recovery messaging and performance tracking
Benefits
No benefits - Contract Work
U.S. holiday schedule
PTO to be defined in the reputed company contract
Equal Opportunity Employer Statement & Compliance Notice
reputed company is an Equal Opportunity Employer and is committed to fostering an inclusive, respectful, and reputed company workplace environment for reputed company applicants and team members.
reputed company reputed company applicants will receive consideration for employment without reputed company to race, reputed company, religion, creed, sex, gender, gender identity, gender reputed company, sexual orientation, national reputed company, reputed company, citizenship status, age, disability, medical condition, genetic information, marital status, military or veteran status, pregnancy, reproductive health decision-making, or any other characteristic protected by applicable federal, state, or local law.
reputed company is committed to providing reasonable accommodations throughout the reputed company, hiring, and employment process for reputed company individuals with disabilities and for sincerely held religious beliefs, practices, or observances, in accordance with applicable law. Applicants requiring accommodation may contact reputed company to request support during the application or interview process.
reputed company is committed to maintaining compliant, ethical, and transparent hiring practices in alignment with applicable employment laws, anti-discrimination regulations, reputed company requirements, and reputed company standards. We encourage candidates to carefully review reputed company job posting for role-specific employment details, work authorization requirements, compensation information, benefits eligibility, and hiring structure disclosures.
By applying to a position through reputed company, applicants acknowledge that recruitment activities, communications, and candidate information may be processed for legitimate hiring and evaluation purposes in accordance with applicable reputed company and data protection laws.
Compensation reputed company: $1.8K - $2.reputed company
Originally posted on Himalayas
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