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Team Structure & Roles That Scale | Mentors CX Academy

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Module 9: Building High-Performing CX Teams
3. Team Structure & Roles That Scale

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4. Career Paths & Retention in CX

3. Team Structure & Roles That Scale

Flat structures fail as you grow. Bill identifies "org inflection points" and introduces models like specialized pods and technical tiers. Explore the rise of CXOps and learn how to design a flexible org chart that prioritizes expertise and career goals over any rigid hierarchy.

Duration: 6:47

Co-produced by Horatio.

Supporting CX education, innovation, and leadership worldwide.

Instructor

Bill Barcelona

Module 9: Building High-Performing CX Teams

Learn how to build a scalable, high-performance CX organization by empowering agents, transforming QA into a growth engine.

5 lessons • 32 min

Every lesson is free to watch. Sign in to save your progress and earn your certificate.

1. Culture First, Metrics Second: The Foundation of a CX Team

2. Coaching & QA as Strategic Growth Tools

3. Team Structure & Roles That Scale

4. Career Paths & Retention in CX

5. Workforce Management & Forecasting for CX Teams