Senior Manager, Customer Experience Technical 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 strategy and 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 customer the best experience by resolving their inquiries quickly and efficiently in their preferred channel of communication. 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.

As the Senior Manager of Customer Experience Technology Operations, you will play a pivotal role in shaping our customer experience landscape. You will oversee the management and optimization of CX tools, ensuring they not only meet organizational needs but also elevate customer interactions to new heights. Leading the charge in developing and executing a comprehensive CX technology strategy and roadmap, you will collaborate with cross-functional teams to harness technology for significant improvements in customer experiences. This will include a roadmap for agent facing tools (internal and external tools), customer facing tools (ex. chatbot and help center) and other AI tools to help with improving contact center efficiencies like Voice of the Customer, Agent QA, etc. Your leadership will extend to mentoring a team of CX technical operations professionals, fostering strong vendor relationships and cultivating 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 selection, implementation, integration, and optimization of CX tools and platforms, ensuring they meet the needs of the organization and enhance customer interactions
• Serve as the primary point of contact for all CX tools vendors, managing relationships and driving performance improvements
  
  
  

Strategy and Roadmap Development:

• Develop and execute a comprehensive CX technology strategy and roadmap to get us to an AI first servicing including both customer facing and agent facing AI
• Partner with stakeholders to drive the roadmap for enhancing agent facing tools and improve agent experience
• Responsible for the strategy and execution of the customer facing help center
• 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, and user support
• Responsible to lead operational readiness for changes to products and features
• Monitor system performance, security, and reliability, implementing enhancements and upgrades as needed to ensure seamless operations
  
  
  

Analytics and Insights:

• Utilize data analytics and insights to measure CX tool effectiveness, identify trends, and make data-driven recommendations for continuous improvement
• Partner with CX leaders to develop and implement initiatives that enhance the customer journey and drive business growth
• Identify and implement the tools for delivering Voice of the Customer
• Partner with stakeholders to create a Voice of the Customer program
  
  
  

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
  
  
  

What You’ll Bring To The Team

• 8+ 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 in leading cross-functional initiatives and delivering complex projects on time and within budget.
• Excellent analytical, problem-solving, and communication skills, with the ability to translate technical concepts into business implications.
• Bachelor's degree in Customer Science, Information Technology, Business Administration or related field plus 8+ years of experience
• Experience leading and mentoring a team of CX technical operations professionals
• 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.

We think these are just some of the best things about being a Zipster. We will also offer you:

• Flexible working culture
• Incentive programs
• 20 days PTO every year
• Generous paid parental leave
• Leading family support policies
• 100% employer covered insurance
• Beautiful Union Square office with a casual dress code
• Learning and wellness subscription stipend
• Company-sponsored 401k match
  
  
  

The Pay Range for this position: $120,000 - $140,000 USD based on the industry benchmark for position, function, level and Zip's compensation strategies. However, actual base salary will depend on varying circumstances and individualized factors, such as job-related knowledge, skills, experience, and other objective business considerations.

Subject to those same considerations, the total compensation package for this position may also include other elements, including a bonus and/or equity awards, in addition to a full range of medical, financial, and/or other benefits.

Be a part of a team that reflects the diversity of our customers

We pride ourselves on being a workplace that provides equal opportunities to people of all ages, cultural backgrounds, sexual orientations, gender identities, abilities, veteran status, and everything else that makes you unique.

Equally, we’re committed to ensuring our recruitment processes are accessible and inclusive. Please let us know If there are any adjustments that need to be made to ensure you have a fair and equitable experience.

And finally…get to know us

Zip Co Limited (ASX: ZIP) is a digital financial services company, offering innovative, people-centred products.

Operating in two core markets - Australia and New Zealand (ANZ) and the US, Zip offers access to point-of-sale credit and digital payment services, connecting millions of customers with its global network of tens of thousands of merchants.

We’re proud to be a values-led business and our values - Customer First, Own it, Stronger Together and Change the Game - guide us in everything we do.

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