Job description
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.
