Manager, Customer Experience Operations

• Lead CX Operations strategy, vendor performance, and operational excellence across scalable support systems and processes
• Champion the design, integration, and evolution of AI-powered knowledge and tooling to elevate both customer and agent experience
• Remote-first opportunity for US-based employees with the option to work in-person out of our Manhattan office 

Start your adventure with Zip 

We’re looking for a Manager to lead our Customer Experience Operations function. In this role, you’ll drive high-impact initiatives across tooling, process, and performance, ensuring our support operations deliver excellence at scale. You’ll lead key programs—including knowledge systems, vendor management, and performance optimization—while partnering closely with internal stakeholders to improve how we serve customers every day. This is an ideal opportunity for a strategic, systems-thinking operator with deep CX experience, a bias for action, and a passion for shaping high-quality service delivery through innovation.

The Customer Experience team at Zip is dedicated to ensuring that every customer receives the highest quality service. Our goal is to resolve inquiries quickly and efficiently, using the customer's preferred communication channel. The team is integral to maintaining and enhancing customer satisfaction and loyalty, and it includes several specialized sub-teams: CX Operations, Knowledge & Community Management, CX Business Analytics, Training & Quality, and Contact Center Operations. Each sub-team plays a critical role in delivering exceptional customer experiences by managing day-to-day operations, fostering community engagement, analyzing business performance, providing training and quality assurance, and ensuring smooth contact center operations.

Interesting problems you’ll get to solve

• Develop and execute customer experience operations best practices and processes aligned with business goals, ensuring scalability, efficiency, and service excellence.
• Oversee daily operations of our outsourced customer service team, from managing the vendor relationship to championing agent experience and driving key performance indicators.
• Lead the development and evolution of our customer servicing knowledge base and integrate AI-enhanced content structures to improve agent performance, reduce resolution times, and enable seamless access to information.
• Build, inspire, and mentor a high-performing customer experience operations team with a focus on professional development, engagement, and excellence.
• Partner closely with training and technology teams to ensure the knowledge ecosystem is embedded into operational workflows and agent onboarding.
• Collaborate cross-functionally with Product, Engineering, Compliance, and Marketing as the CX stakeholder to lead change management and ensure clear communication of upcoming releases, enabling alignment, seamless customer support across all channels, and operational readiness. 
• Analyze customer feedback, complaints, and operational data to proactively identify pain points and foster a culture of continuous improvement.
• Champion Zip’s servicing philosophy, embedding it across all touchpoints to deliver consistent, brand-aligned, high-quality customer interactions.

What you’ll bring to the team 

• 5+ years of experience in customer operations leadership roles, preferably in a fintech or technology-driven company.
• Demonstrated success in driving operational transformation, improving service delivery, and managing vendor relationships in omni-channel support models.
• Experience implementing and scaling knowledge management systems and AI-enhanced content strategies.
• Proven track record of leading teams with a customer-obsessed, data-informed, and compliance-aware approach.
• Deep understanding of modern customer support technologies, including CRM systems (e.g., Zendesk, Intercom) and automation/AI-powered solutions.
• Demonstrated expertise in leading teams through organizational change, with the agility to adapt quickly to evolving business needs and continuously optimize CX strategies in dynamic environments.
• A passion for innovation and experimentation, fueled by curiosity about emerging technologies—especially AI—with a track record of introducing new tools, workflows, or service models that enhance scalability and elevate customer satisfaction.
• Exceptional communication, stakeholder management, and leadership skills; thrives in a fast-paced, results-oriented culture.

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