The Contingent is a 501(c)(3) venture nonprofit that launches, scales, and supports initiatives designed to mobilize communities and empower leaders to create lasting social change. We believe communities already possess the relationships, assets, and leadership needed to solve complex challenges. Our role is to build the systems, partnerships, and innovations that help those solutions take root and grow.
Since our founding, we have worked alongside community leaders, people with lived experience, public agencies, businesses, faith communities, and nonprofit partners to strengthen support systems for children and families. We are committed to listening deeply, challenging assumptions, and designing solutions that are informed by the experiences and needs of the communities we serve.
Through initiatives such as Every Child and The Script, The Contingent mobilizes community members to take meaningful action on behalf of children and families, whether through fostering, volunteering, mentoring, advocacy, or community support. We combine innovation, partnership, and data-informed decision-making to build stronger communities and create opportunities for every child to thrive.
We ask hard questions. We embrace innovation. We build unlikely partnerships. And we work together to transform systems and communities for the common good.
To learn more about The Contingent and our initiatives, visit The Contingent.
Opportunity Summary:
Join The Contingent as our Senior Manager, Customer Experience (CX) Operations & Performance. In this key leadership role, you'll help shape the future of our Customer Experience function by driving operational excellence, performance, and continuous improvement. Partnering closely with the CX Senior Director and cross-functional leaders, you'll build scalable systems, optimize processes, leverage data-driven insights, and lead initiatives that enhance both customer outcomes and organizational impact.
We're looking for a strategic, analytical leader who is passionate about creating exceptional experiences, developing high-performing teams, and turning vision into action. If you thrive on solving complex challenges, driving change, and building operational excellence in a mission-driven environment, we'd love to hear from you.
You are a strategic and analytical leader who thrives on turning insights into action. You bring experience in customer experience operations, workforce planning, performance management, quality assurance, and continuous improvement. You're comfortable using data to drive decisions, improve outcomes, and lead organizational changes.
You excel at building scalable systems, streamlining processes, and creating accountability structures that enable teams to perform at their best. You are a collaborative partner who can influence across functions, navigate complexity, and successfully lead initiatives from concept through implementation.
Most importantly, you are passionate about developing people, enhancing customer experiences, and advancing mission-driven work that creates meaningful impact in the communities we serve.
Duties & Responsibilities:
CX Operations + Performance
Monitor lead volume, engagement, queue health, response times, and productivity to achieve organizational goals.
Identify performance gaps and implement corrective actions, including staffing, workload, and process adjustments.
Team Leadership + Management
Analytics, Reporting + Insights
Analyze trends in lead engagement, response times, productivity, customer satisfaction, and queue health.
Process + Productivity Improvement
Launch + Program Execution
Leadership + Cross-Functional Partnership
This role may include a degree of variability in responsibilities and duties as deemed by their supervisor. The Contingent employees should be prepared for a dynamic work environment.
Education and Experience:
Knowledge, Skills, and Abilities:
Experience in navigating CX and CRM management tools (Microsoft Dynamics 365, Salesforce, Freshdesk, etc.).
Proficient in Microsoft Office applications (Word, Excel, PowerPoint, Outlook), experience with SharePoint and Microsoft Teams.
Experience in successfully working with a diverse group of cultures and socio-economic backgrounds, using multi-cultural intelligence, intentional listening, appreciation, and respect.
Ability to articulate a position on the importance of diverse community organizations (including faith communities, political organizations, businesses) engaging vulnerable children, youth, and families.
Benefits:
Employment Terms, Accountability, and Compensation:
Full Time (40hrs) exempt annual salary offered at a range of $80,000-$84,000
(estimated total compensation $90,000 – 94,000) doe.
To apply, please visit https://thecontingent.org/careers/
Screening of applicant materials will begin immediately, and applications will be accepted until the position is filled.
**"Don’t meet every single requirement? Studies have shown that women and people of color are less likely to apply to jobs unless they meet every single qualification. At The Contingent we are dedicated to building a diverse, inclusive, and authentic workplace, so if you are excited about this role but your experience does not align perfectly with every qualification in the job description, we encourage you to apply anyway. You may be just the right candidate for this or other roles."
All employment at The Contingent is “at will” and may be terminated by either the employee or the employer at any time for any reason, with or without cause, with or without prior notice or warning. Equal employment opportunities and having a diverse staff are fundamental principles of The Contingent. Upon hire, the employee agrees to undergo a 90-day probationary period, which provides additional structure, scheduled check in meetings, and opportunities to receive and give feedback to and from the employer.
Equal Opportunity Employer
