Senior Customer Experience Partner, Operations

Zip Co Limited

2d • $91,000 - $114,000 • Remote

About The Position

We are seeking a high-energy, results-driven Senior Customer Experience Partner to lead key programs within our Customer Experience Operations team. In this role, you will translate high-level CX strategy into execution across our global, multi-site BPO network, ensuring our teams consistently exceed customer and business expectations. As a core member of the CX Operations team, you will drive daily operational discipline, interval-by-interval consistency, diagnose complex operational issues, lead cross-site improvement initiatives, and tactical change management across our external partner locations. Working closely with BPO leadership and internal data analysts, you will turn performance metrics into real-time operational adjustments on the floor.

Requirements

• 8+ years of hands-on experience in CX Operations, contact center leadership, or BPO management within a multi-site or global environment.
• Direct experience managing BPO floor operations, working closely with external vendor supervisors, team leads, and program managers.
• Proven technical fluency in contact center metrics, including deep experience analyzing and acting upon SLAs, AHT, agent occupancy, CSAT, and shrinkage data.
• Demonstrated track record of executing operational change management, successfully rolling out new tools, workflows, and procedures to large frontline agent populations.
• Hands-on proficiency with modern CX tooling and workforce concepts, including CRM platforms (Zendesk, Intercom), permissioning workflows, and ticketing systems.
• Strong vendor management and relationship-building capabilities, with the ability to hold external leadership accountable while fostering collaborative partnerships.
• Agile, data-driven problem-solving skills, with the ability to make fast, informed decisions during real-time intraday operational dips.
• Experience in fintech or fast-paced technology environments preferred.
• Clear alignment with Zip’s core values

Responsibilities

• Serve as the primary operational point of contact for BPO floor leadership and supervisors across 4 global partner locations to ensure seamless daily service delivery, governance rhythms, escalation paths, and improvement priorities.
• Partner closely with CX Data Analysts to monitor real-time and historical performance metrics (SLA, AHT, Occupancy, Shrinkage), identify root causes, and execute immediate floor-level corrective and preventative adjustments.
• Manage relationship health and operational accountability with BPO floor supervisors and program managers to review performance against contractual and operating expectations, and leading remediation plans where needed.
• Develop and maintain partner improvement plans across service quality, productivity, staffing effectiveness, process adherence, and customer outcomes, with clear milestones and accountability.
• Make recommendations to leadership to develop the strategy and execute on the floor-level implementation of new processes, tool enhancements, and policy updates, driving agent adoption and compliance.
• Identify and lead opportunities where automation and AI can lead to streamlined processes for customers and agents, as well as improved productivity.
• Investigate interval-level variance patterns and operational friction points across contact centers, translating findings into immediate feedback and corrective actions.
• Oversee user profile permissioning, onboarding setup, and platform access management across our extended multi-site BPO workforce.
• Ensure consistent execution of standard operating procedures (SOPs) and servicing standards across all BPO locations.
• Act as the operational feedback loop between frontline BPO floor operations and internal CX leadership to continuously refine customer support workflows based on performance, customer outcomes, or business requirements.
• Partner with CX leadership on capacity, staffing, and service-level tradeoffs.

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: Senior
• Education Level: No Education Listed