Customer Experience Manager

Customer Experience Manager

Location: Solana Beach

Type: Full-Time

About Turnout

Most people have no idea what they're entitled to — and the systems designed to help them make sure it stays that way. Turnout Technologies (turnout.co) is changing that. We're a well-funded modern consumer advocacy platform that combines expert human advocates with Jake, our proprietary AI agent, to help everyday Americans navigate the systems stacked against them — from government benefits, healthcare, education, and beyond.

About the Role

We're looking for a CX Manager who can own the full client experience — from first contact to case resolution. You'll manage a team of offshore agents, build the systems and scripts they work from, and go directly to clients to extract the insights that sharpen everything we do.

This is an operator's role. You'll be as comfortable editing a call script at 10pm as you are analyzing CSAT trends on Monday morning. You bring structure to ambiguity, bring offshore teams up to standard, and bring the client's voice back to the product and ops teams who need to hear it.

What You'll Own

Offshore Team Management:

• Directly manage an offshore-based CX team handling inbound case inquiries, status updates, and document follow-ups
• Build and run QA scorecards, monitor call and chat quality, and hold the team accountable to outcome metrics — not just activity counts
• Hire, onboard, and performance-manage agents; identify top performers for expanded responsibilities
• Create shift structures, escalation paths, and coverage models that match case volume patterns

Workflow & Script Development:

• Own the full library of client-facing scripts: inbound, outbound, status calls, document requests, Jake handoffs
• Design and maintain SOPs for every client touchpoint — from intake to settlement disbursement
• Partner with Jake (our AI voice agent) to ensure AI-handled interactions hand off seamlessly to human agents when needed
• Identify gaps and failure modes in current workflows and ship improvements fast
• Client Interviews & Insight Generation
• Conduct structured interviews with current and former clients to surface experience gaps, unmet needs, and moments of delight
• Synthesize findings into clear, actionable briefs for product, ops, and leadership
• Own the CSAT/NPS measurement infrastructure — track trends, flag anomalies, and connect client sentiment to operational root causes
• Be the internal voice of the client in cross-functional conversations about case flow, communication cadence, and service design
• CX Infrastructure
• Build and maintain the CX knowledge base: FAQs, escalation guides, agent training materials
• Collaborate with product and engineering on the client-facing web app and communication tooling
• Monitor inbox volume patterns and proactively reduce inbound by improving proactive outreach

What We're Looking For

• 2 years in CX, operations, or client success — ideally in a high-volume, case-based or services environment
• Proven experience managing offshore teams — you know how to coach, hold accountable, and build culture across time zones
• Strong script and workflow writer — you make complex processes simple and human
• Data-fluent — you can pull your own reports, spot patterns, and turn numbers into decisions
• Skilled qualitative interviewer — you know how to get clients to say the thing they didn't know they needed to say
• Comfortable with AI-assisted workflows; experience with voice AI or automated communication platforms is a plus
• High ownership orientation — you treat problems like they're yours to solve

Bonus Points

• Experience in consumer or healthcare companies
• Familiarity with Salesforce, or a similar CRM
• Background in process design, BPO management, or CX consulting

Why Turnout

• Mission that matters — every case we win changes a family's life
• Fast-moving, founder-led company with a real shot at defining a new category
• Real ownership — your work shows up directly in client outcomes and company metrics
• Competitive comp, equity, and benefits