Customer Experience Operations Manager
UpworkQueluz e Belas, Portugal
Posted December 8, 2025
Full Time
About the Company
Upwork Inc.’s family of companies connects businesses with global, AI-enabled talent across every contingent work type, including freelance, fractional, and payrolled.
Job Description
As the Customer Experience Operations Manager supporting our Voice of the Customer (VOC) program, you will help shape how we listen to and learn from millions of interactions across our marketplace. You’ll manage the day-to-day operations of our customer feedback ecosystem, optimize ingestion pipelines, and ensure high-quality insights fuel smarter decisions across Upwork.
Requirements
- Manage and optimize daily operations of our NLP vendor (Birdie AI)
- Enhance and maintain NLP taxonomies, queries, and categorization models
- Monitor key data quality metrics and escalate issues proactively
- Generate and maintain recurring feedback reports
- Validate NLP accuracy by reviewing samples of categorized comments
- Identify emerging issues by using filtering techniques and trend monitoring
- Maintain high-quality data hygiene
- Lead efforts to automate insights delivery through alerts, triggers, and workflows
- Collaborate with CX, analytics, and engineering partners to design centralized dashboards and reporting structures
- Create training materials that empower teammates to independently interpret VOC insights
Benefits
- Competitive salary
- Benefits offered by partner
- Opportunities for growth and development
- Access to Upwork's resources and culture