CX Program Manager

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Requirements:

• 4+ years of experience managing customer service operations, preferably in a startup environment
• Proven experience optimizing BPO partnerships for efficiency and quality
• Strong analytical mindset with experience in leveraging AI and automation to improve CX
• Proficiency with Zendesk, including triggers, Guide, Explore, and messaging
• Exceptional communication and stakeholder management skills

Responsibilities:

• Manage our BPO partnership: Work closely with our BPO partner to ensure they have the training, tools, and resources needed to deliver outstanding customer support.
• Drive CX and Support transformation: Leverage AI, automation, and analytics to optimize processes, enhance efficiency, and elevate customer experience.
• Define and track OKRs: Document key inputs and lead strategic initiatives that drive measurable improvements in CX performance.
• Lead AI-driven support innovation: Identify and implement AI-powered tools, automation workflows, and proactive support solutions to improve response times and reduce manual effort.
• Become a Zendesk expert: Utilize and optimize Zendesk’s full capabilities, including triggers, Guide, Explore, and messaging, to streamline workflows and enhance agent productivity.
• Bridge the gap between product and support: Ensure support teams stay up-to-date on product changes and have the knowledge to provide seamless assistance.
• Champion knowledge management: Develop and maintain a robust knowledge base that empowers both customers and agents with self-service solutions.