Reliance Health’s mission is to make quality healthcare delightful, affordable, and accessible in emerging markets. From Nigeria, Egypt, Senegal and beyond, we offer comprehensive health plans tailored to both employers’ and employees’ needs through an integrated approach that includes telemedicine, affordable health insurance, and a combination of partner and proprietary healthcare facilities. By leveraging advanced technology, we are transforming the healthcare landscape, making it more efficient and accessible for everyone.
As the Manager of Customer Experience Operations, you will build and run the systems, processes, and reporting that power our support teams. Your work will ensure that customer issues are tracked, triaged, escalated, and resolved efficiently across all channels.
This is a hands-on, execution-heavy role focused on clarity, speed, and scale. You will partner with team leads, analysts, and cross-functional teams to streamline workflows, manage tooling, improve SLAs, and drive continuous improvement using data.
As a Manager of Customer Experience Operations, you will:
- Design and manage end-to-end support operations workflows and escalations
- Own and optimize support tooling, ticketing systems, and integrations
- Monitor and report on operational metrics (SLA, CSAT, FCR, backlog, etc.)
- Build and maintain dashboards to provide real-time insights to leadership and teams
- Partner with QA, training, and team leads to improve quality and consistency
- Identify and resolve process gaps or inefficiencies that impact customer experience
- Support change management initiatives across the CX function
- Lead root-cause analysis on recurring issues and propose long-term fixes
- Collaborate cross-functionally to ensure CX operations align with business goals
- Minimum of 7 years of experience in CX operations, service delivery, or process improvement
- Proven ability to manage systems and tooling (e.g., Zoho CRM Zendesk, Freshdesk)
- Strong analytical skills and comfort working with data, metrics, and reporting tools
- Excellent project management and execution discipline
- Experience driving process improvement in fast-paced, high-volume environments
- Clear communicator and systems thinker
- Customer-centric mindset with a bias for action
At Reliance Health, we prioritize our people and their well-being. Our benefits package is designed to support your success, growth, and happiness. Here’s what you’ll enjoy:
- Remote-First Environment
Work from anywhere while staying connected to a vibrant, collaborative team. - Competitive Salary and Benefits
We offer a salary that’s benchmarked against the best in the industry, ensuring your expertise and impact are fully rewarded. - Premium Health Insurance
Comprehensive health coverage for you and your family, because your well-being comes first. - Unlimited Leave
Take the time you need when you need it—no limits, no questions. - Meaningful Impact
Play a key role in transforming customer experiences and shaping healthcare innovation. - Collaborative Work Culture
Join a supportive, inclusive, and team-focused environment that celebrates diversity. - Growth Opportunities
Access tools, mentorship, and resources to elevate your skills and career. - Learning & Development Allowance
We provide an allowance to support your ongoing professional growth and skill enhancement.
This is more than a job—it's a chance to grow, thrive, and make a real difference. At Reliance Health, your journey matters.
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What We Do
We use technology to make quality healthcare delightful, affordable, and accessible in emerging markets.
Since 2016, we have worked to combine the power of technology and data with the passion and dedication of a talented group of people devoted to providing great quality healthcare to regions that have typically been overlooked.
We do this by building an integrated healthcare system where we receive easy install mental payments from individuals and businesses and provide them healthcare through a combination of platforms, services and a fleet of modern clinics we operate alongside other third-party clinical partners.
