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

In compliance with local and state requirements, Warby Parker is committed to pay transparency. We offer a comprehensive compensation package that includes not only a competitive base salary/hourly rate but also variable compensation for eligible employees.

For applicable postings, the range listed is a good faith estimate of the compensation for this position at the time of posting. Final compensation is thoughtfully determined by a variety of factors, including the candidate's qualifications, experience, internal equity, and relevant market data.

For applicable postings, non-exempt employees are eligible for overtime pay if you are required to work more than 40 hours in a workweek.

Some benefits of working at Warby Parker for full-time employees:

• Health, vision, and dental insurance
• Life and AD&D Insurance
• Paid sick leave¹
• Paid Holidays¹
• Vacation days per year¹
• Retirement savings plan (401(k))
• Parental leave (non-birthing parents included)
• Short-term disability
• Employee Stock Purchase Plan
• Employee Assistance Program (EAP)
• Bereavement Support
• Optical Education Reimbursement
• Free eyewear
• And more (just ask!)

Some benefits of working at Warby Parker for part-time employees:

• Employee Assistance Program (EAP)
• Employee Stock Purchase Plan
• Free eyewear
• Paid sick leave²
• And more (just ask!)

Warby Parker will consider for employment all qualified applicants, including those with criminal histories, in a manner consistent with the requirements of applicable state and local laws, including the City of Los Angeles Fair Chance Initiative for Hiring Ordinance, the San Francisco Fair Chance Ordinance, and the California Fair Chance Act.

If you are a California resident, please review the additional privacy disclosures available in Section 8 of our Privacy Policy, which provides a summary of how we collect, use, disclose, and share personal information about you and explain your rights under the California Privacy Rights Act (“CPRA”).

It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.

CO only: The application window for this position is anticipated to close on the apply before date listed. We encourage interested candidates to apply through our Career website.

¹ WA only: Full-Time employees’ paid sick leave is accrued at a rate of 1 hour per every 26 hours worked. Full-time employees receive 5 paid holidays and 5-10 vacation days per year (after waiting period, depending on tenure and hours worked). ² WA PT only: Paid sick leave (accrued at a rate of 1 hour per every 30 hours worked).