About Pancham

Pancham is a fast-growing marketing agency specializing in helping fitness and wellness studios — like gyms, yoga centers, and health franchises — thrive. As an extension of our clients, the Booking Team calls and texts prospects, books appointments, and gets them excited about changing their lives. The CX Operations Manager will lead initiatives that enhance both the team’s day-to-day performance and the underlying systems and processes that make our client delivery scalable and efficient.

About the Role

This role is all about ensuring that every lead receives timely, high-quality communication that reflects both Pancham’s standards and each client’s unique voice. The ideal candidate will have a sharp operational mindset, experience managing high-volume customer communication teams, and a passion for optimizing every step of the lead-to-booking journey.

This is a leadership role with a hands-on mindset. We’re looking for someone who’s passionate about people, processes, performance, and who makes data-driven decisions.

Please Note: This role will start as a part-time position (20–25 hours per week) at $800–$1200/month, with the possibility of moving to a full-time role after a 90-day probationary period based on performance and team needs.

What You’ll Be Doing: Lead & Support the Booking Team

• Manage the daily performance, workflows, and communication quality of the Booking Team.
• Coach, train, and mentor remote team members to ensure consistent, high-quality interactions across all communication channels (phone, SMS, email, chat).
• Foster a positive, performance-driven team culture rooted in accountability, empathy, and continuous growth.
• Act as the central point of contact for all booking-related operations, ensuring the process is efficient, reliable, and aligned with client goals.

Optimize Systems & Processes

• Develop and implement strategies to improve how the team handles, nurtures, and books leads — from first contact to confirmed appointment.
• Use data and client feedback to refine messaging, timing, and channel strategy.
• Document, improve, and enforce standard operating procedures (SOPs) to ensure scalable, high-quality booking operations.

Schedule & Resource Planning

• Create and manage the Booking Team schedule to ensure coverage across time zones.
• Forecast staffing needs based on campaign demand, lead flow, and attrition.
• Support workforce planning and ensure reliable performance reporting.

Be in the Trenches When Needed

• Step in during busy periods to call or text prospects and set the quality standard for communication.
• Troubleshoot tech or lead flow issues quickly and effectively.
• Monitor key operational and CX metrics (response time, booking rate, etc.) and use insights to drive continuous improvement.

What We’re Looking For:

• Proven experience managing a remote, customer-facing, or operations team.
• Minimum 2 years of experience in CX, customer support, or operational management — ideally in marketing, lead generation, or booking-heavy environments.
• Strong grasp of customer experience strategy, workflow optimization, and service delivery.
• Data-driven approach with the ability to interpret and act on performance metrics.
• Confident communicator and collaborative leader who can align cross-functional teams.
• Proficient in CRMs, SMS, and calling systems (we use GoHighLevel and Eliza).
• Fluent English with a clear accent.
• Laptop with at least 8 GB RAM, noise-reducing headset, and reliable internet connection (with backup).
• Weekend availability.
• Experience in the fitness/wellness or marketing industry is a strong plus.

Why Join Pancham?

• Make an impact in a rapidly growing agency.
• Work with passionate teammates who care about helping small businesses thrive.
• Be part of an operations team that values innovation, data, and continuous improvement.
• Flexible remote work setup.
• Opportunities for professional growth and leadership.

Job Details:

• Salary: USD $800 – $1200/month (part-time)
• 90-day probationary period with the potential to move to a full-time position based on performance and team needs

How to Apply:

Please be aware that you have to send an email to hiring@panchamconsulting.com with the EXACT subject line “Applying for CX Operations Manager Role” and let us know you are interested in applying to the position. We will then contact you with further instructions. If you do not send this email AND follow the instructions, your application will NOT be considered.

Job Type: Part-time

Pay: R13 799,17 – R20 698,76 per month

Expected hours: 25 per week

Work Location: Remote

APPLY HERE