Senior Manager, Customer Experience Technical Operations

Zip Co Limited is a digital financial services company that is seeking a Senior Manager for Customer Experience Technical Operations. This role involves leading the CX Technology Operations strategy, optimizing systems, and driving the integration of AI-powered tools to enhance customer and agent experiences.

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

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. Experience with Kustomer preferred
• 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