Assistant Manager, CEX Operations

Assistant Manager, CEX Operations

For over 70 years Global Industrial has been an industry leader providing private label and brand name industrial equipment and supplies to businesses throughout North America. We carry over one million industrial, material handling and business products that are sold through our website, corporate sales people and full color catalogs. We are constantly increasing our product offerings to meet the diverse and changing needs of our customers. Our customers include small to large corporations, institutions, government agencies and consumers across North America.

Key Responsibilities

Performance & KPI Management Own and manage performance dashboards, scorecards, and reporting cadences across CS, Sales, and Success functions. Drive visibility of key KPIs (CSAT, SLA, QA scores, NPS, conversion, AHT, adherence) and partner with functional leads to address gaps. Present insights and performance trends to mid- and senior-level stakeholders. Cross-Functional Operational Programs Lead and support execution of CX-wide initiatives (e.g., new scorecard rollouts, CSAT improvement projects, QA recalibrations). Coordinate across WFM, QA, and Project teams to align programs with business goals. Track progress, identify risks, and ensure initiatives deliver measurable impact. Reporting & Data Analysis Develop and own regular reports and ad hoc analysis using Excel, Google Sheets, Power BI, or similar tools. Translate data into actionable insights that drive operational decisions and team coaching. Tools & Systems Administration Collaborate with the Project Lead and tools teams to support platform changes, UAT, and rollout readiness for systems like Zendesk, QA tools, WFM platforms, and reporting dashboards. Maintain SOPs and documentation related to tool usage, configurations, and operational processes. Voice of the Customer & Feedback Integration Partner with QA and VOC teams to analyze NPS, CSAT, survey results, and social sentiment. Recommend process or coaching changes based on VOC findings. Team Enablement & Process Excellence Create and maintain operational playbooks, SOPs, and best practices. Conduct enablement sessions for team leads or analysts on performance frameworks, reporting tools, or process changes.

What Success Looks Like : Operational ownership of performance reporting and program execution with minimal oversight. Trusted partner to WFM, QA, and Project teams with strong stakeholder management skills. Measurable contributions to KPI improvement, program success, and CX consistency across regions. Demonstrates leadership behaviors and readiness to step into a Manager role.

Competencies and Skills

35 years of experience in CX Operations, Business Analytics, Workforce / QA, or Process Improvement roles. Strong knowledge of operational metrics and experience working with CSAT, NPS, SLA, AHT, QA, etc. Proficiency in Excel / Google Sheets, with working knowledge of BI tools (e.g., Power BI, Tableau). Familiarity with CX platforms such as Zendesk, Salesforce, QA / WFM tools. Experience managing projects or initiatives across cross-functional teams. Excellent communication, documentation, and stakeholder management skills. Demonstrated ability to influence without authority and operate independently.

EEO / AA Statement

Global Industrial provides equal employment opportunities to all employee and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absences, compensation and training.