CX Technical Project Manager

GlassesUSA.com - 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.

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.

Our Customer Experience team is looking for an experienced & driven CX Technical Project Manager. This position will report to the VP of Customer Experience.

What You’ll Do:

• Own, manage, and optimize the CX tech stack, tools, and platforms.
• Build, improve, and maintain CX workflows, processes, and SOPs.
• Monitor operational backlogs, bugs, and ongoing technical tasks.
• Design and implement tools to improve CX speed, quality, and efficiency.
• Maintain dashboards, reports, and performance analytics to support business decisions.
• Lead A/B testing initiatives across all support channels and deliver insights to leadership.
• Manage onboarding/offboarding of CX systems and ensure smooth platform operations.
• Handle DSR processes, vendor invoices, and operational tracking.
• Analyze CX performance, forecasting, and interaction volumes across channels.
• Maintain IVR systems and support global support-site operations.
• Collaborate with Product and leadership teams on CX roadmap initiatives.
• Continuously identify and remove operational bottlenecks to improve customer experience.

What do you need to have?

• 1+ year of SQL experience – Must.
• Experience with CRM systems (Zendesk advantage).
• Experience with JavaScript and Tableau.
• Strong analytical and technical skills.
• Excellent English communication skills.
• Proactive, organized, and multitasking mindset.
• Strong interpersonal and problem-solving skills.