Full-Time Senior Manager, Customer Experience Ops

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The Challenge: The Senior Manager of CX Operations is responsible for developing and implementing strategies to enhance the support team’s ability to deliver world-class customer experiences. In this role, you will drive automation, self-service capabilities, and team effectiveness by improving workflows, leveraging emerging technologies (such as AI), and implementing knowledge management, quality assurance, and training programs.

You will play a pivotal role in the department’s success by collaborating cross-functionally to ensure the support team has the tools, information, and training needed to assist customers effectively.

What You’ll Deliver:

• Serve as the primary point of contact for daily operations within Zendesk and other support tools (e.g., quality, scheduling, workforce management), managing feature requests, user account provisioning, workflow optimizations, and automations.
• Leverage AI capabilities to drive automation, enhance self-service, and improve the customer and agent experience (e.g., chatbots, virtual voice assistants, email ticket bots, etc).
• Design, implement, and continuously audit workflows and system configurations to optimize the customer and user experience.
• Coordinate and oversee support operations initiatives, collaborating with cross-functional teams to ensure successful implementation of business objectives, such as product launches, policy changes, customer acquisition, and tool integrations.
• Implement and manage content management systems and guidelines, collaborating with cross-functional teams to ensure the accuracy, relevance, and accessibility of knowledge resources.
• Manage new feature deployments, internal testing, and rollout processes across support teams.
• Create and maintain process flow documentation and training materials, ensuring support staff are well-equipped to utilize new tools and processes.
• Develop dashboards to track and report on operational performance and automation outcomes.
• Gather and document requirements for new technology investments, overseeing the vendor review and selection process.

Core Competencies: Technical Expertise: Proficiency in configuring, maintaining and optimizing customer support systems, knowledge of integrating support tools with other platforms, and managing APIs.

AI-Powered Automation Strategy & Implementation: Proficiency in the design, implementation and optimization of AI-driven automation tools.

Process Automation and Data Insights: Designing and implementing automations and workflows to improve efficiency and strong analytical skills.

Problem Solving and Troubleshooting: Diagnosing and resolving system or process related challenges efficiently.

Communication & Collaboration: Collaborating with cross-functional teams to align tools and processes with business goals. Training staff on new processes, tools, and best practices.

Project & Change Management: Leading projects independently, managing timelines, resources, and stakeholder expectations effectively.

Customer and User Experience Approach: Configuring workflows and tools to enhance customer satisfaction and user-friendliness for agents.

Knowledge of Emerging Technologies: Staying updated on trends, and implementing new tools.

Strategic Planning: Anticipating future operational needs and aligning strategies with long-term business goals.

Self-Management & Accountability: Ability to work independently, prioritize tasks, and manage responsibilities in a remote environment.

Basic Qualifications: 5+ years experience in support operations within a SaaS environment, leadership experience, success in managing complex projects, ability to utilize technologies like AI, and strong understanding of customer support processes.

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