Manager, Customer Experience Technology Operations
Company: Zip Co Limited
Location: New York
Posted on: March 4, 2025
Job Description:
- 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 officeStart your adventure
with ZipThe 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 solveCX 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 landscapeRoadmap
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
experienceOperational 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
operationsTeam 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 implementWhat 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 GameWhat you'll get in returnZip 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 matchZip is committed to a
straightforward and transparent pay structure. The actual base
salary will be determined by various individualized factors,
including job-related knowledge, skills, experience, location,
internal equity, as well as other objective business
considerations.The annual base Pay Range for this position is
$85,000-$100,000. This range reflects our US national compensation
(USN). Additional premium percentages may apply based on our tiered
premium strategy. 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 customersWe 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
usZip Co Limited (ASX: ZIP) is a digital financial services
company, offering innovative, people-centred products that bring
customers and merchants together.Operating in two core markets -
Australia and New Zealand (ANZ) and the US, Zip offers
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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Keywords: Zip Co Limited, New York , Manager, Customer Experience Technology Operations, IT / Software / Systems , New York, New York
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