Director, Customer Experience Operations

Zip Co Limited

8h • $140,000 - $175,000 • Remote

About The Position

We’re looking for a Director to lead our Customer Experience Operations function. In this role, you’ll be designing and executing our customer operations strategy ensuring we are set up for efficient and scalable operations that provide an exceptional customer experience. This is an ideal opportunity for a strategic, systems-thinking operator with deep CX experience, a bias for action, and a passion for shaping high-quality service delivery through innovation.
The Customer Experience team at Zip is dedicated to ensuring that every customer receives the highest quality service. Our goal is to resolve inquiries quickly and efficiently, using the customer's preferred communication channel. This team is responsible to ensure we have the agents, processes, training and monitoring to deliver the highest quality of experience. The team is also responsible to ensure our voice of the customer program is creating a customer centric mindset across Zip. The team works closely with our CX tech operations team to ensure we are leveraging our tech stack most optimally and efficiently and we are adapting to the changing environment with an AI first servicing approach.

Requirements

• 10+ years of experience leading Customer Experience or Customer Support operations in a high-growth, regulated environment.
• Bachelor’s degree or equivalent experience
• Proven ownership of CSAT, quality, workforce planning, training, and large-scale CX operations.
• Must have experience working with a BPO to manage CX operations
• Demonstrated success improving customer satisfaction through operational excellence, proactive servicing, and AI adoption.
• Strong ability to translate customer feedback into measurable experience improvements.
• Experience partnering cross-functionally with technology, fraud, risk, and product teams.
• Strong people leadership and change management experience.

Nice To Haves

• Nice to have experience with Kustomer

Responsibilities

• Define and deliver on an efficient, scalable operation that provides a high quality customer experience across all servicing channels
• Work with stakeholders across the organization to ensure we are driving the customer first mindset
• Partner with Fraud Ops and Tech Ops teams to ensure we have the best
• Customer Support Operations & New-Age Servicing
• Own the end-to-end performance of customer support operations across all channels, accountable for service levels, quality, cost, and customer outcomes.
• Lead the evolution toward modern, AI-enabled servicing models that meet changing customer expectations and business needs.
• Drive the shift from reactive support to proactive servicing by anticipating customer needs and reducing friction across the customer lifecycle.
• Own workforce planning and capacity strategy through the WFM function, ensuring staffing models support CSAT, experience quality, and operational efficiency.
• Lead CX change management across products, features, AI capabilities, policies, and processes, ensuring frontline readiness and sustained adoption.
• Own the training and enablement strategy through the Training function, ensuring programs evolve with product changes, customer pain points, and experience gaps.
• Customer Experience, CSAT & Agent Quality
• Own CSAT as a primary CX outcome, setting strategy, targets, and accountability across the organization.
• Establish a customer-first operating model that balances speed, quality, empathy, and resolution.
• Ensure customer experience outcomes are embedded into agent goals, quality frameworks, coaching models, and performance management.
• Hold Quality and Training leaders accountable for delivering consistent, high-quality, empathetic customer experiences.
• Voice of the Customer & Experience Insights
• Provide direction for the Voice of the Customer strategy, ensuring customer insights are consistently surfaced, synthesized, and acted upon across the organization.
• Translate customer feedback into strategic experience themes, identifying systemic pain points, emerging risks, and opportunities to improve trust, satisfaction, and loyalty.
• Use customer insights to influence CX priorities, proactive servicing strategies, and cross-functional roadmaps, particularly with Product, CX Technology, and Fraud teams.
• Regularly communicate customer experience insights, wins, and risks to senior leadership, framing recommendations in terms of customer impact, operational tradeoffs, and business outcomes.
• Ensure strong closed-loop mechanisms are in place so customer feedback leads to visible action and measurable improvement.
• Compliance, Risk & Cross-Functional Partnership
• Ensure customer interactions and operational processes meet regulatory and compliance standards without compromising customer experience.
• Partner closely with CX Technology Operations and Fraud Operations leaders to deliver compliant, seamless, and customer-centric outcomes.
• Navigate tradeoffs between risk mitigation and customer experience, particularly in high-friction or sensitive customer moments.
• Leadership & Culture
• Lead and develop CX leaders across Workforce Management, Training, Operations, Quality, and Insights.
• Build a culture where customer experience, CSAT, and operational excellence are shared responsibilities.
• Represent the voice of the customer and CX performance in leadership forums, advocating for improvements that drive long-term value.

Benefits

• Flexible working culture
• Incentive programs
• Unlimited PTO
• Generous paid parental leave
• Leading family support policies
• Company-sponsored 401k match
• Learning and wellness subscription stipend
• Beautiful Union Square office with a casual dress code
• Industry-leading, employer-sponsored insurance for you and your dependents, with several 100% Zip-covered choices available

What This Job Offers

• Job Type: Full-time
• Career Level: Director