Senior Customer Experience Partner, Operations
New
Z
ZipFintech
Remote-first opportunity for US-based employeesFull-TimeSenior
Salary91,000 - 114,000 USD per year
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Job Details
- Experience
- 8+ years
- Required Skills
- Data AnalysisChange ManagementZendesk
Requirements
- 8+ years of hands-on experience in CX Operations, contact center leadership, or BPO management.
- Experience working in a multi-site or global environment.
- Direct experience managing BPO floor operations and vendor supervisors.
- Strong technical fluency in contact center metrics including SLA, AHT, occupancy, CSAT, and shrinkage.
- Demonstrated track record of executing operational change management.
- Hands-on proficiency with CRM platforms like Zendesk or Intercom.
- Experience with ticketing systems and user permissioning workflows.
- Strong vendor management and relationship-building skills.
- Agile, data-driven problem-solving capabilities.
- Experience in fintech or fast-paced technology environments preferred.
Responsibilities
- Serve as primary operational point of contact for global BPO partners.
- Monitor real-time and historical performance metrics to execute corrective adjustments.
- Manage vendor relationship health and operational accountability.
- Develop and maintain partner improvement plans across service quality and productivity.
- Lead floor-level implementation of new processes, tool enhancements, and policies.
- Identify opportunities for automation and AI to streamline support processes.
- Standardize and ensure execution of standard operating procedures (SOPs).
- Partner with leadership on capacity, staffing, and service-level trade-offs.
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