Senior Customer Experience Partner, Operations
New
Z
ZipFintech
Remote-first opportunity for US-based employeesFull-TimeSenior
Salary$91,000 - $114,000
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Job Details
- Experience
- 8+ years
- Required Skills
- Change ManagementZendeskCRM
Requirements
- 8+ years of hands-on experience in CX Operations, contact center leadership, or BPO management.
- Direct experience managing BPO floor operations with external vendor supervisors and team leads.
- Proven technical fluency in contact center metrics, including SLA, AHT, agent occupancy, CSAT, and shrinkage.
- Demonstrated track record of executing operational change management for large agent populations.
- Hands-on proficiency with modern CX tooling including CRM platforms like Zendesk or Intercom.
- Strong vendor management and relationship-building capabilities.
- Agile, data-driven problem-solving skills for real-time operational decision making.
- Experience in fintech or fast-paced technology environments preferred.
Responsibilities
- Serve as the primary operational point of contact for BPO floor leadership across 4 global partner locations.
- Monitor real-time and historical performance metrics including SLA, AHT, Occupancy, and Shrinkage.
- Manage relationship health and operational accountability with BPO floor supervisors and program managers.
- Develop and maintain partner improvement plans across service quality, productivity, and process adherence.
- Execute floor-level implementation of new processes, tool enhancements, and policy updates.
- Identify and lead opportunities for automation and AI to streamline support processes.
- Investigate interval-level variance patterns and operational friction points across contact centers.
- Oversee user profile permissioning, onboarding, and platform access management.
- Act as the operational feedback loop between BPO operations and internal CX leadership.
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