Manager, Customer Experience Technology Operations

Posted 7 days agoViewed

View full description

💎 Seniority level: Manager, 6+ years

📍 Location: United States

💸 Salary: 85000.0 - 100000.0 USD per year

🔍 Industry: Customer Experience

🏢 Company: Zip Co Limited

🗣️ Languages: English

⏳ Experience: 6+ years

🪄 Skills: LeadershipProject ManagementPeople ManagementProject CoordinationCross-functional Team LeadershipOperations ManagementCommunication SkillsAnalytical SkillsProblem SolvingCustomer serviceMentoring

Requirements:

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.

Responsibilities:

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
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
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
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

Apply