Manager, Customer Experience Technology Operations

• Experienced Customer Experience Operations leader with a proven track record in managing and optimizing CX tools and ensuring operational excellence while fostering strong vendor relationships and collaboration with cross-functional teams
• Dynamic CX Manager who has experience driving the implementation of customer and agent-facing CX tools to lead Zip to AI-first servicing
• Remote-first opportunity for US-based employees with the option to work in-person out of our Manhattan office 

Start your adventure with Zip 

The Customer Experience team is focused on providing the Zip customers the best experience by resolving their inquiries quickly and efficiently in their preferred channel of communication.

As the Manager of Customer Experience Technology Operations, you will play a pivotal role in building our customer experience landscape. You will ensure successful onboarding, management, and optimization of our CX tools, so they not only meet organizational needs but also elevate customer interactions to new heights. As the owner of our CX technology execution, you will identify process gaps and collaborate with cross-functional teams to create significant improvements in the customer experience. 

This will include building project plans, leading project execution from ideation through implementation, and managing our tech stack with your team for short- and long-term success. Your leadership will extend to mentoring a team of CX technical operations professionals, cultivating strong vendor relationships, and fostering a culture of collaboration, innovation, and accountability. Join our dynamic CX team and contribute to Zip’s pioneering AI-first approach to customer experience!

Interesting problems you’ll get to solve

CX Tools Management:

• 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

Roadmap Optimization and Execution:

• 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

Operational Excellence:

• 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

Team Leadership:

• 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

What you’ll bring to the team 

• 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.
• Our values in your DNA: Customer First, Own It, Stronger Together and Change the Game

What you’ll get in return

Zip is a place where you’ll get out what you put in. The newness of our sector means we need to move at pace and embrace change, and our promise to you when you join the team is that you’ll feel empowered and trusted to make big things happen quickly. 

We want you to feel welcome and as though you have the support to be yourself, and care for yourself at work. Because it’s important to us that you make the most of the opportunities you’ll get to grow your skills and your career, and be surrounded by smart, friendly people and leaders that have your back.

We think these are just some of the best things about being a Zipster. We will also offer you:

• Flexible working culture
• Incentive programs
• 20 days PTO every year
• Generous paid parental leave
• Leading family support policies
• 100% employer covered insurance
• Beautiful Union Square office with a casual dress code
• Learning and wellness subscription stipend
• Company-sponsored 401k match

Zip is committed to a straightforward and transparent pay structure. The actual base salary will be determined by various individualized factors, including job-related knowledge, skills, experience, location, internal equity, as well as other objective business considerations.

The annual base Pay Range for this position is $85,000-$100,000. This range reflects our US national compensation (USN). Additional premium percentages may apply based on our tiered premium strategy. Subject to those same considerations, the total compensation package for this position may also include other elements, including a bonus and/or equity awards, in addition to a full range of medical, financial, and/or other benefits. If hired, employees will be in an 'at-will position' and the Company reserves the right to modify base salary (as well as any other discretionary payment or compensation or benefit program) at any time, including for reasons related to individual performance, Company or individual department/team performance, and market factors.

Be a part of a team that reflects the diversity of our customers

We pride ourselves on being a workplace that provides equal opportunities to people of all ages, cultural backgrounds, sexual orientations, gender identities, abilities, veteran status, and everything else that makes you unique.

Equally, we’re committed to ensuring our recruitment processes are accessible and inclusive. Please let us know If there are any adjustments that need to be made to ensure you have a fair and equitable experience.

And finally…get to know us

Zip Co Limited (ASX: ZIP) is a digital financial services company, offering innovative, people-centred products that bring customers and merchants together.

Operating in two core markets - Australia and New Zealand (ANZ) and the US, Zip offers point-of-sale credit and digital payment services, connecting millions of customers with its global network of tens of thousands of merchants.

We’re proud to be a values-led business and our values - Customer First, Own it, Stronger Together and Change the Game - guide us in everything we do.

I acknowledge by clicking "Submit Application", that the information provided is true and correct. I also understand that any willful dishonesty may render for refusal of this application or immediate termination of employment. By providing your information, you acknowledge that you have read our Zip Applicant and Candidate Privacy Notice and authorize Zip to process your data subject to those terms

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