Senior Manager, Customer Experience Technical Operations

Zip Co

New York, United States
Base: $110,000-$138,000 usd; bonus/equity: may inc...
On-site
8+ years cx tools experience
Kustomer or zendesk platform expertise
Contact center operations knowledge
This role leads the roadmap and execution of the CX technology ecosystem to optimize platforms and scale AI capabilities

Job Summary

  • This role leads the roadmap and execution of the CX technology ecosystem to optimize platforms and scale AI capabilities.
  • The position involves owning the strategy for customer-facing self-service ecosystems including Help Centers and AI Agents.
  • Employees receive flexible working culture, unlimited PTO, generous paid parental leave, and a company-sponsored 401k match.

Matching Summary

This role leads the roadmap and execution of the CX technology ecosystem to optimize platforms and scale AI capabilities.

Salary

Base: $110,000-$138,000 USD; Bonus/Equity: May include bonus and/or equity awards; Benefits: Medical, financial, wellness stipend, 401k match

Skills & Requirements

Must-have

  • 8+ years CX tools experience
  • Kustomer or Zendesk platform expertise
  • Contact center operations knowledge
  • AI agent and self-service strategy
  • Vendor management and performance monitoring

Nice-to-have

  • Player-coach leadership style
  • Cross-functional partnership skills
  • Build vs buy evaluation capability
  • Continuous improvement culture
  • Analytical mindset for data translation

Key Requirements

  • Bachelor's degree in Business or IT
  • 8+ years owning CX tools and platforms
  • Experience with Kustomer preferred
  • Proven team leadership experience

Work Rights

Not specified

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