CX Technical Project Manager

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    "datePosted": "2026-05-17",
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    "description": "<p><span style=\"font-family: arial, helvetica, sans-serif; font-size: 12pt\"><a href=\"http://glassesusa.com/\" target=\"_blank\" rel=\"noopener noreferrer\">GlassesUSA.com</a> - part of the Optimax Eyewear group - has rapidly grown into a leading direct-to-consumer online eyewear retailer in the U.S. With the largest selection of styles and brands, we make it easy for everyone to find their perfect pair. Our mission is to enrich lives by offering eyewear tailored to individual needs, style preferences, and budgets.</span></p>\n<p><br></p>\n<p><span style=\"font-family: arial, helvetica, sans-serif; font-size: 12pt\">Through innovative technology and AI-driven solutions, GlassesUSA.com is reshaping the eyewear industry and delivering a seamless, personalized shopping experience. We ensure quality, affordability, and efficiency by controlling the full supply chain, from product design and manufacturing to optical lens production and digital experience.</span></p>\n<p><br></p>\n<p><span style=\"font-family: arial, helvetica, sans-serif; font-size: 12pt\"><span style=\"color: rgb(34, 34, 34)\">Our Customer Experience team is looking for an experienced &amp; driven CX Technical Project Manager. This position will report to the VP of Customer Experience. </span></span></p>\n<p><br></p>\n<p><span style=\"font-family: arial, helvetica, sans-serif; font-size: 12pt; font-weight: bold\">What You’ll Do:</span></p>\n<ul>\n<li><span style=\"font-family: arial, helvetica, sans-serif; font-size: 12pt\">Own, manage, and optimize the CX tech stack, tools, and platforms.</span></li>\n<li><span style=\"font-family: arial, helvetica, sans-serif; font-size: 12pt\">Build, improve, and maintain CX workflows, processes, and SOPs.</span></li>\n<li><span style=\"font-family: arial, helvetica, sans-serif; font-size: 12pt\">Monitor operational backlogs, bugs, and ongoing technical tasks.</span></li>\n<li><span style=\"font-family: arial, helvetica, sans-serif; font-size: 12pt\">Design and implement tools to improve CX speed, quality, and efficiency.</span></li>\n<li><span style=\"font-family: arial, helvetica, sans-serif; font-size: 12pt\">Maintain dashboards, reports, and performance analytics to support business decisions.</span></li>\n<li><span style=\"font-family: arial, helvetica, sans-serif; font-size: 12pt\">Lead A/B testing initiatives across all support channels and deliver insights to leadership.</span></li>\n<li><span style=\"font-family: arial, helvetica, sans-serif; font-size: 12pt\">Manage onboarding/offboarding of CX systems and ensure smooth platform operations.</span></li>\n<li><span style=\"font-family: arial, helvetica, sans-serif; font-size: 12pt\">Handle DSR processes, vendor invoices, and operational tracking.</span></li>\n<li><span style=\"font-family: arial, helvetica, sans-serif; font-size: 12pt\">Analyze CX performance, forecasting, and interaction volumes across channels.</span></li>\n<li><span style=\"font-family: arial, helvetica, sans-serif; font-size: 12pt\">Maintain IVR systems and support global support-site operations.</span></li>\n<li><span style=\"font-family: arial, helvetica, sans-serif; font-size: 12pt\">Collaborate with Product and leadership teams on CX roadmap initiatives.</span></li>\n<li><span style=\"font-family: arial, helvetica, sans-serif; font-size: 12pt\">Continuously identify and remove operational bottlenecks to improve customer experience.</span></li>\n</ul>\n<p><br></p>\n<p><span style=\"font-family: arial, helvetica, sans-serif; font-size: 12pt\"><span style=\"color: rgb(34, 34, 34); font-weight: bold\">What do you need to have?<br></span></span></p>\n<ul>\n<li><span style=\"font-family: arial, helvetica, sans-serif; font-size: 12pt\">1+ year of SQL experience – Must.</span></li>\n<li><span style=\"font-family: arial, helvetica, sans-serif; font-size: 12pt\">Experience with CRM systems (Zendesk advantage).</span></li>\n<li><span style=\"font-family: arial, helvetica, sans-serif; font-size: 12pt\">Experience with JavaScript and Tableau.</span></li>\n<li><span style=\"font-family: arial, helvetica, sans-serif; font-size: 12pt\">Strong analytical and technical skills.</span></li>\n<li><span style=\"font-family: arial, helvetica, sans-serif; font-size: 12pt\">Excellent English communication skills.</span></li>\n<li><span style=\"font-family: arial, helvetica, sans-serif; font-size: 12pt\">Proactive, organized, and multitasking mindset.</span></li>\n<li><span style=\"font-family: arial, helvetica, sans-serif; font-size: 12pt\">Strong interpersonal and problem-solving skills.</span></li>\n</ul>\n<p><br></p>\n<p><span style=\"color: rgb(34, 34, 34); font-size: 12pt; font-weight: bold\">Role located in Ramat HaChayal, Tel Aviv.</span></p>",
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