Customer Experience Performance and Enablement Manager (Houston)

As our CX Performance and Enablement Manager, you will

Quality Assurance

• Lead the QA team, including the QA Lead and QA Analysts, and own the Houston QA program, rubric, and scoring standards.
• Ensure the team completes the required number of QA evaluations each week and month, with consistent coverage across agents, supervisors, and call types.
• Run regular calibration sessions with supervisors, trainers, and QA to keep scoring consistent and fair.
• Report QA results and trends to leadership and partner with supervisors and Learning & Development to turn findings into coaching and training.

Workforce Management

• Own forecasting, scheduling, and real-time management so the center has adequate coverage for every use case, seven days a week.
• Plan for holidays, peak season, planned and unplanned absences, PTO, and campaign-driven volume, and adjust staffing and schedules proactively.
• Balance inbound call volume against outbound campaign demand in partnership with the Senior Manager.
• Measure and improve forecast and coverage accuracy; publish intraday and weekly staffing reports and flag gaps early.
• Maintain schedule adherence and attendance definitions and reporting (including breaks, lunches, and exceptions) used by supervisors.

Functional oversight

• Operational Improvements: Identify, prioritize, and lead process improvements that reduce handle time, errors, and rework and improve the member and agent experience. Document processes and track the impact of changes.
• Product: Act as the center's voice to Product and Engineering. Gather and prioritize agent and member feedback, write requirements, test releases, and communicate product changes to the floor.
• Tools: Own the center's toolset, including telephony and CRM, WFM, QA, and reporting tools. Manage configuration, access, vendor and IT relationships, KPI definitions and dashboards, and data accuracy.
• AI Champion: Lead the center's use of AI. Identify and pilot use cases, support responsible adoption by agents and supervisors, train the team, measure results, and partner with compliance and IT on governance.

Leadership and Partnership

• Partner with the Director, Senior Manager, supervisors, Learning & Development, and teams outside Member Engagement to translate data into action.
• Hire, coach, and develop your direct reports and build clear ownership and documentation for each functional area.

Success in this role looks like

• QA evaluations completed per week and per month
• WFM accuracy: adequate coverage for all use cases, seven days a week, including holidays, absences, and peak periods
• Product Prioritization List: Comprehensive and product prioritization list with completed items every quarter and is up to date.

AI Enhancement List: AI functionality deployments that show efficiency gains every quarter and up to date list.

You should get in touch if

• You have 5+ years of experience in a contact center environment, including hands-on experience in quality assurance, workforce management, or operations, and 2+ years leading a team.
• You have experience with forecasting, scheduling, and real-time management tools, and with QA programs, rubrics, and calibration.
• You are comfortable owning tools, process improvement, and product feedback, and translating data into clear recommendations.
• You are curious about AI and have experience introducing new technology to frontline teams.
• You have excellent analytical, written, and verbal communication skills and work well with senior stakeholders.
• You have bilingual proficiency in English and Spanish is a plus.

Benefits Overview

• Financial Well-Being: Our commitment to attracting and retaining top talent begins with a competitive base salary and equity opportunities. Additionally, we offer a performance-based bonus program, 401k matching, and regular compensation reviews to recognize and reward exceptional contributions.
• Physical Well-Being: We prioritize the health and well-being of our employees and their families by providing comprehensive medical, dental, and vision coverage. Your health matters to us, and we invest in ensuring you have access to quality healthcare.
• Mental Well-Being: We understand the importance of mental health in fostering productivity and maintaining work-life balance. To support this, we offer initiatives such as No-Meeting Fridays, monthly company holidays, access to mental health resources, and a generous flexible time-off policy. Additionally, we embrace a remote-first culture that supports collaboration and flexibility, allowing our team members to thrive from any location.
• Professional Development: Developing internal talent is a priority for Clover. We offer learning programs, mentorship, professional development funding, and regular performance feedback and reviews.

Additional Perks

• Employee Stock Purchase Plan (ESPP) offering discounted equity opportunities
• Paid parental leave for all new parents
• And much more!

A reasonable estimate of the base salary range for this role is

$107,700 - $140,000 USD