Senior Manager, Customer Experience Technical Operations

Zip Co Limited

3h • Hybrid

About The Position

The Customer Experience team at Zip delivers fast, seamless, and high-quality support across all customer channels. Within CX, the Technology Operations team owns the systems, tools, and automation that power our contact center, self-service experiences, and AI-enabled servicing. As the Senior Manager, CX Technology Operations, you will lead the roadmap and execution of Zip's CX technology ecosystem, optimizing existing platforms, scaling AI capabilities, and identifying new solutions to support a modern, AI-first servicing model. This role involves partnering closely with CX Operations Strategy, Fraud Operations, Product, and Engineering to ensure tools are configured, integrated, and evolving to meet operational needs. It is a strategic and hands-on leadership role, overseeing a team of CX technology specialists while actively driving platform optimization, vendor performance, automation initiatives, and AI enablement across both agent-facing and customer-facing experiences.

Requirements

• 8+ years of experience owning and operating CX tools and platforms (e.g., CRM, ticketing, AI/chat, knowledge management).
• Experience with tools like Kustomer, Zendesk, Intercom, etc. required.
• Strong understanding of contact center operations, including agent workflows, routing logic, service levels, reporting frameworks, and self-service strategy.
• Demonstrated experience optimizing CX systems to improve efficiency, scalability, and customer outcomes.
• Proven ability to identify technology gaps, evaluate build vs. buy solutions, and drive implementation across cross-functional teams.
• Experience partnering effectively with Product, Engineering, Fraud, and Operations stakeholders, as well as managing vendor relationships.
• Strong project and change management skills, with a track record of leading tooling enhancements, system releases, and cross-functional initiatives.
• Analytical mindset with the ability to translate technical configurations and data into operational and business implications.
• Comfortable operating as a player-coach — setting direction while remaining hands-on in system configuration and optimization.
• Experience leading and developing a small team of CX technology or systems professionals.
• Bachelor’s degree in Business, Information Technology, or a related field (or equivalent experience).
• Alignment with our values: Customer First, Own It, Stronger Together, and Change the Game.

Nice To Haves

• Experience with Kustomer preferred.

Responsibilities

• Lead the optimization and day-to-day management of Zip’s CX technology stack, ensuring platforms drive measurable improvements in customer experience, agent efficiency, and operational scalability.
• Execute the CX technology roadmap in partnership with CX leadership, evolving our systems to support growth, AI-first servicing, and changing operational needs.
• Design and maintain system configurations, routing logic, and workflows that support service levels, accurate reporting, and operational efficiency.
• Ensure tooling decisions reflect contact drivers, segmentation strategies, and measurement frameworks across CSAT, resolution quality, and productivity.
• Partner closely with CX Operations Strategy and Fraud Operations to ensure systems are aligned with operational processes and scale seamlessly with team growth.
• Serve as the primary operational point of contact for CX technology vendors, monitoring performance and supporting roadmap alignment and cost discipline.
• Own the strategy and performance of our customer-facing self-service ecosystem, including the Help Center and AI Agent.
• Lead the continued evolution of our AI Agent toward more intelligent, agentic servicing — improving containment, resolution quality, and customer satisfaction.
• Proactively identify opportunities to expand AI capabilities across agent assist, workflow automation, QA, and Voice of the Customer insights; evaluate available solutions (build or buy), close capability gaps, and drive adoption across CX and cross-functional teams.
• Ensure AI investments are measurable, optimized, and delivering clear impact across efficiency, customer outcomes, and cost-to-serve.
• Establish scalable standards for system administration, release management, integrations, and user support.
• Monitor platform performance and proactively identify opportunities to improve automation, stability, reporting accuracy, and operational visibility in our tech stack.
• Evaluate build vs. buy decisions with a clear understanding of operational tradeoffs and long-term scalability.
• Own operational readiness for changes to the CX technology stack, including internal configuration updates and vendor-driven releases, ensuring proper testing, communication, training alignment, and minimal disruption to frontline teams.
• Lead and develop a small team of CX Technology Operations professionals, operating as a player-coach who balances strategic direction with hands-on execution.
• Build strong cross-functional partnerships and foster a culture of accountability, continuous improvement, and operational excellence.

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