Warby Parker is on the lookout for an Associate Manager, CX Workforce Operations to elevate our best-in-class customer experience workforce operations. In this role, you will own workforce management analytics, support the Partner performance governance function, and serve as a primary driver of CRM routing design and testing. You will combine deep operational expertise with a rigorous analytical mindset to build smarter system routing, stronger partner relationships, and better outcomes for both agents and customers.
What you’ll do:
- Collaborate with Senior Manager, External Partnerships, to collect, categorize, and track performance feedback for partner teams, maintaining visibility into individual and team-level trends and surfacing issues that require leader intervention
- Lead regular performance review cadences with partner leadership by presenting data-backed insights and identifying areas for improvement
- Evaluate the effectiveness of partner workflows and training initiatives, proactively identify opportunities to improve workflows and performance structures
- Collaborate with the Manager, CX Workforce Management to monitor interaction volume and real-time staffing to maximize service levels
- Produce regular performance metric reports and advisor productivity analyses to ensure leadership has reliable data
- Define and document CRM routing rules to ensure logic reflects current skill sets and customer experience priorities
- Design a regular cadence of routing rule testing to validate performance and drive improvements in first-contact resolution
Who you are:
- Strong analytical thinker who is comfortable working with large datasets and identifying performance trends
- Experienced with workforce management and CRM platforms like Aspect, Salesforce, or AWS Connect
- Skilled communicator able to engage confidently with internal leadership and partner operations teams
- Proactive and solutions-oriented professional with a track record of identifying and resolving operational opportunities
- Highly organized individual capable of managing multiple reporting cycles and testing cadences simultaneously
- Backed by 3+ years of professional experience in customer service operations and performance analytics
Extra credit:
- Hands-on experience with Aspect and AWS tools
- Experience collaborating with Voice of the Customer teams to align qualitative insights with quantitative metrics
- Background in managing external partner relationships or vendor management
Skills Required
- 3+ years of professional experience in customer service operations and performance analytics
- Experience with workforce management and CRM platforms (Aspect, Salesforce, AWS Connect)
- Strong analytical skills working with large datasets to identify performance trends
- Skilled communicator able to engage with internal leadership and partner operations teams
- Proactive, solutions-oriented with track record of resolving operational opportunities
- Highly organized; able to manage multiple reporting cycles and testing cadences
- Define and document CRM routing rules and design routing rule testing cadences
- Hands-on experience with Aspect and AWS tools
- Experience collaborating with Voice of the Customer teams to align qualitative and quantitative insights
- Background in managing external partner relationships or vendor management
Warby Parker Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about Warby Parker and has not been reviewed or approved by Warby Parker.
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Healthcare Strength — Full-time roles are eligible for medical, dental, vision, life, and disability insurance, with multiple snippets indicating day-one health coverage for full-time store employees. No-cost online therapy and an Employee Assistance Program add additional health and mental-health support beyond basic coverage.
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Retirement Support — A 401(k) with a company match is repeatedly described, with recent retail postings specifying a 4% match. Access to an ESPP and an equity incentive plan further strengthens long-term savings options for eligible employees.
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Wellbeing & Lifestyle Benefits — Paid time off, holiday pay, paid volunteer time, commuter benefits, and eyewear perks (free glasses and discounts) are positioned as meaningful add-ons to the overall package. Development-oriented perks like support toward optician certification also function as a practical, lifestyle-relevant benefit for certain roles.
Warby Parker Insights
What We Do
Warby Parker was founded with a mission: to inspire and impact the world with vision, purpose, and style. We’re constantly asking ourselves how we can do more and make a greater impact—and that starts by reimagining everything that a company and industry can be. We want to demonstrate that a business can scale, be profitable, and do good in the world—without charging a premium for it. And we’ve learned that it takes creativity, empathy, and innovation to achieve that goal. Glasses, sunglasses, contacts, and eye exams—we’ve got your eyes covered. Shop prescription eyewear starting at $95 online or find a store near you at warbyparker.com Ultimately, we believe in vision for all, which is why for every pair of glasses or sunglasses we sell, a pair of glasses is distributed to someone in need through our Buy a Pair, Give a Pair program. As of 2020, over eight million pairs have been distributed—and we’re only just getting started. Learn more at warbyparker.com/buy-a-pair-give-a-pair
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