Manager, Customer Experience Technology Operations

• Experienced Customer Experience Operations leader with a proven track record in managing and optimizing CX tools and ensuring operational excellence while fostering strong vendor relationships and collaboration with cross-functional teams
• Dynamic CX Manager who has experience driving the implementation of customer and agent-facing CX tools to lead Zip to AI-first servicing
• Remote-first opportunity for US-based employees with the option to work in-person out of our Manhattan office 

Start your adventure with Zip 

The Customer Experience team is focused on providing the Zip customers the best experience by resolving their inquiries quickly and efficiently in their preferred channel of communication.

As the Manager of Customer Experience Technology Operations, you will play a pivotal role in building our customer experience landscape. You will ensure successful onboarding, management, and optimization of our CX tools, so they not only meet organizational needs but also elevate customer interactions to new heights. As the owner of our CX technology execution, you will identify process gaps and collaborate with cross-functional teams to create significant improvements in the customer experience. 

This will include building project plans, leading project execution from ideation through implementation, and managing our tech stack with your team for short- and long-term success. Your leadership will extend to mentoring a team of CX technical operations professionals, cultivating strong vendor relationships, and fostering a culture of collaboration, innovation, and accountability. Join our dynamic CX team and contribute to Zip’s pioneering AI-first approach to customer experience!

Interesting problems you’ll get to solve

CX Tools Management:

• Oversee the implementation, integration, and optimization of CX tools and platforms, ensuring they meet the needs of the organization and enhance customer interactions
• Collaborate with all CX vendors, managing relationships and driving performance improvements
• Lead the charge on vendor evaluations, comparisons, and documentation as we evolve our CX tooling landscape

Roadmap Optimization and Execution:

• Enable our CX technology strategy and roadmap to get us to AI-first servicing, including both customer-facing and agent-facing AI
• Collaborate with cross-functional teams to identify opportunities for leveraging technology to improve customer experience

Operational Excellence:

• Establish and maintain processes and standards for CX tool administration, configuration, documentation, and user support
• Responsible to ensure operational readiness for changes to products and features
• Monitor system performance, security, and reliability, implementing enhancements and upgrades as needed to ensure seamless operations

Team Leadership:

• Lead and mentor a team of CX technical operations professionals, fostering a culture of collaboration, innovation, and accountability
• Provide coaching and professional development opportunities to team members to enhance their technical skills and career growth
• Cultivate an AI-first mentality among the team, in both our internal processes and in the solutions we implement

What you’ll bring to the team 

• 6+ years of experience managing Customer Experience tools like Zendesk, Intercom, etc. with a proven track record of managing CX tools and platforms in a fast-paced environment
• Strong project management skills with experience leading cross-functional initiatives and delivering complex projects on time and within budget.
• Experience leading and mentoring a team of CX technical operations professionals
• Natural curiosity and aptitude for AI, and the ability to foster the same in your team
• Excellent analytical, problem-solving, and communication skills, with the ability to translate technical concepts into business implications and vice versa.
• Our values in your DNA: Customer First, Own It, Stronger Together and Change the Game

What you’ll get in return

Zip is a place where you’ll get out what you put in. The newness of our sector means we need to move at pace and embrace change, and our promise to you when you join the team is that you’ll feel empowered and trusted to make big things happen quickly. 

We want you to feel welcome and as though you have the support to be yourself, and care for yourself at work. Because it’s important to us that you make the most of the opportunities you’ll get to grow your skills and your career, and be surrounded by smart, friendly people and leaders that have your back.