Manager, Customer Care Technology & Automation

GoFundMe•San Diego, CA

24d•$128,500 - $192,500•Onsite

About The Position

GoFundMe is seeking a strategic, systems-oriented leader to manage the technology ecosystem for its Customer Care organization. This role is responsible for the strategy, administration, optimization, and evolution of the support technology stack, including Zendesk, Ada, Sierra, and future AI-enabled platforms. The position combines systems ownership, AI strategy, operational excellence, and cross-functional partnership to enhance customer experiences and improve team efficiency, scalability, and quality. The Manager will collaborate with Customer Care, Product, Engineering, Data, Security, and vendors to implement automation, optimize workflows, introduce AI capabilities, and shape the future of customer support.

Requirements

5+ years managing Customer Care technology, Customer Experience platforms, Support Operations, or Business Systems, ideally with time leading a front line Care team yourself.
Deep expertise administering Zendesk in a large-scale customer support environment.
Experience implementing and optimizing AI-powered customer support platforms such as Ada, Sierra, Intercom Fin, Salesforce Agentforce, or similar technologies.
Experience designing support workflows, automation, routing logic, and self-service experiences.
Strong understanding of LLMs, conversational AI, prompt design, and AI operations.
Experience integrating support platforms using APIs and automation tools.
Strong analytical skills with SQL, BI tools, and dashboard development.
Demonstrated success leading technology implementations and organizational change.
Ability to translate business challenges into scalable technology solutions.
Strong vendor management and stakeholder influence skills.
Excellent communication skills with the ability to present technical concepts to business leaders.
Comfortable operating in a fast-moving, ambiguous environment.
Passion for leveraging AI to transform customer experiences.

Nice To Haves

Experience with Ada, Sierra, Zendesk AI, or comparable conversational AI platforms.
Experience with Salesforce, Segment, Snowflake, Looker, or similar analytics ecosystems.
Familiarity with support quality programs and workforce management.
Experience leading enterprise technology rollouts.
Experience managing support technology in high-growth SaaS, marketplace, fintech, or ecommerce organizations.
Understanding of Responsible AI principles and governance.

Responsibilities

Own the Customer Care Technology Ecosystem, serving as the primary owner for Zendesk, Ada, Sierra, and supporting technologies.
Define and execute the technology roadmap aligned with Customer Care strategy and company objectives.
Evaluate emerging AI technologies and recommend opportunities for improving customer experience and operational efficiency.
Partner with Engineering and Product on integrations, APIs, and platform enhancements.
Lead AI Strategy for Customer Care, owning AI deployment across support channels.
Optimize chatbot performance, AI containment, routing, and escalation experiences.
Continuously evaluate LLM capabilities and identify opportunities for responsible adoption.
Partner with vendors to influence product roadmaps and maximize platform capabilities.
Establish governance around AI quality, accuracy, compliance, and customer experience.
Optimize Zendesk administration, including workflows, automations, triggers, macros, views, forms, routing, SLAs, and permissions.
Improve agent workflows to reduce friction and increase productivity.
Design scalable support processes that improve consistency and reduce manual effort.
Ensure technology supports evolving operational needs across global support teams.
Drive Automation & Efficiency by identifying repetitive workflows suitable for automation.
Build business cases for automation investments.
Measure and improve automation adoption across customer journeys.
Lead continuous improvement initiatives focused on reducing operational effort while maintaining high-quality customer experiences.
Define technology performance metrics including AI containment, deflection rate, time to resolution, cost per contact, agent productivity, automation utilization, CSAT, and SLA adherence.
Build executive dashboards to provide visibility into technology effectiveness and operational health.
Use data to identify opportunities for optimization and investment.
Own relationships with Zendesk, Ada, Sierra, and other technology vendors.
Lead vendor reviews, roadmap discussions, and contract optimization in partnership with Procurement.
Coordinate cross-functional initiatives involving Customer Care, Product, Engineering, Security, Data, and Legal.
Establish best practices for support technology configuration and change management.
Maintain documentation, release processes, testing standards, and system governance.
Ensure platform reliability, security, and compliance with company standards.