What You’ll Do

The Associate Manager, Digital Operations will play a critical operational role within ABG's Customer Experience & Operations team, owning the workflows, systems, and processes that power a seamless customer journey across our licensed brand portfolio. This is a hands-on operations role — the ideal candidate has direct experience building and troubleshooting workflows, writing SOPs, managing or overseeing team members or vendor partners, and driving operational improvements end-to-end. While customer experience is the outcome we're driving toward, the day-to-day work is deeply operational: diagnosing what's broken, building what's missing, and managing the people and partners who execute.

Key Responsibilities:

• Own the operational relationships with licensees onboarding to ABG's digital and CX ecosystem, leading structured onboarding workflows, setting clear operational expectations, and ensuring all systems and touchpoints are functioning before go-live.
• Build, document, and maintain SOPs and process workflows across CX operations, ensuring consistency and scalability as the brand portfolio grows.
• Conduct end-to-end customer experience testing across brand touchpoints — including checkout, post-purchase communications, returns, and support flows — identifying gaps and driving resolution cross-functionally.
• Manage and oversee day-to-day performance of outsourced customer support partners, including monitoring quality, flagging issues, and holding vendors accountable to SLAs and operational standards.
• Troubleshoot operational breakdowns across platforms and workflows — diagnosing root causes, escalating where appropriate, and implementing fixes.
• Track, analyze, and report on CX and operational metrics across brands, surfacing trends and actionable recommendations to senior leadership on a regular cadence.
• Coordinate cross-functionally with Brand, Marketing, Technology, and Operations teams to stay aligned on product launches, platform changes, and new initiatives that impact operations or the customer experience.
• Stay current on CX platform updates, digital operations trends, and industry best practices, and bring relevant improvements back to the team proactively.

Key Qualifications:

• 3–5 years of experience in digital operations, CX operations, or a closely related role — with demonstrated ownership of operational processes, not just participation in them.
• Proven experience building or significantly improving workflows and SOPs in a fast-paced environment; candidates should be able to speak specifically to processes they have built from scratch or overhauled.
• Experience managing, supervising, or directing others — this can include direct reports, outsourced vendor teams, call center partners, or cross-functional stakeholders; what matters is that you have held people accountable to operational standards.
• Strong troubleshooting instincts — comfortable diagnosing why a workflow, system, or process is failing and driving it to resolution without waiting to be told what to do.
• Experience with CX or support platforms such as Gorgias, Zendesk, or similar tools at an operational level (configuring, troubleshooting, or optimizing — not just using).
• Excellent organizational skills with the ability to manage multiple workstreams, track open items independently, and close loops without prompting.
• Strong analytical skills with experience tracking and reporting on operational and CX metrics (CSAT, contact volume, first response time, resolution time, etc.).
• Ability to work cross-functionally across internal teams and external partners in a multi-brand, fast-moving environment.
• Experience in a licensed brand, B2B, multi-brand, or eCommerce environment is strongly preferred.
• Familiarity with returns platforms (e.g., Loop), eCommerce platforms (e.g., Shopify), or AI-powered support tools is a plus.
• Bachelor's degree preferred in Business Administration, Operations Management, Communications, or a related field; equivalent hands-on experience considered.

Primary Location Salary Range: $74,000 – $84,000