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Full-Time

Senior Manager

Customer Experience Technical Operations

Confirmed live in the last 24 hours

Zip

Zip

501-1,000 employees

Provides digital payment and credit solutions

Fintech
Financial Services

Compensation Overview

$120k - $140kAnnually

+ Bonus + Equity Awards

Senior, Expert

Union City, NJ, USA

Category
Customer Success Management
Sales & Account Management
Required Skills
Communications
Zendesk
Data Analysis
Requirements
  • 8+ years of experience managing Customer Experience tools like Zendesk, Intercom, etc. with a proven track record of managing CX tools and platforms in a fast-paced environment
  • Strong project management skills with experience in leading cross-functional initiatives and delivering complex projects on time and within budget.
  • Excellent analytical, problem-solving, and communication skills, with the ability to translate technical concepts into business implications.
  • Bachelor's degree in Customer Science, Information Technology, Business Administration or related field plus 8+ years of experience
  • Experience leading and mentoring a team of CX technical operations professionals
  • Our values in your DNA: Customer First, Own It, Stronger Together and Change the Game
Responsibilities
  • Oversee the selection, implementation, integration, and optimization of CX tools and platforms, ensuring they meet the needs of the organization and enhance customer interactions
  • Serve as the primary point of contact for all CX tools vendors, managing relationships and driving performance improvements
  • Develop and execute a comprehensive CX technology strategy and roadmap to get us to an AI first servicing including both customer facing and agent facing AI
  • Partner with stakeholders to drive the roadmap for enhancing agent facing tools and improve agent experience
  • Responsible for the strategy and execution of the customer facing help center
  • Collaborate with cross-functional teams to identify opportunities for leveraging technology to improve customer experience
  • Establish and maintain processes and standards for CX tool administration, configuration, and user support
  • Responsible to lead operational readiness for changes to products and features
  • Monitor system performance, security, and reliability, implementing enhancements and upgrades as needed to ensure seamless operations
  • Utilize data analytics and insights to measure CX tool effectiveness, identify trends, and make data-driven recommendations for continuous improvement
  • Partner with CX leaders to develop and implement initiatives that enhance the customer journey and drive business growth
  • Identify and implement the tools for delivering Voice of the Customer
  • Partner with stakeholders to create a Voice of the Customer program
  • Lead and mentor a team of CX technical operations professionals, fostering a culture of collaboration, innovation, and accountability
  • Provide coaching and professional development opportunities to team members to enhance their technical skills and career growth

At Zip Co, a leader in digital financial services, employees thrive in an environment that emphasizes people-centered product innovation and financial well-being. This focus not only enhances the customer experience but also fosters a supportive and progressive workplace. With Zip Co's unique digital payment solutions and credit models, the company is at the forefront of driving real-world impacts in the finance sector, making it a rewarding place for those passionate about shaping the future of finance.

Company Stage

IPO

Total Funding

$1.1B

Headquarters

Sydney, Australia

Founded

2013

Growth & Insights
Headcount

6 month growth

0%

1 year growth

-1%

2 year growth

-14%
Simplify Jobs

Simplify's Take

What believers are saying

  • The partnership with FEVO can significantly increase Zip's user base by making BNPL available for high-demand events like concerts and sports.
  • Zip's ability to offer flexible payment options can attract and retain millennial subscribers, who are a key demographic for BNPL services.
  • The $225 million credit facility from Victory Park Capital provides Zip with the financial resources to expand its services and improve its technology.

What critics are saying

  • Regulatory scrutiny from bodies like the Reserve Bank of Australia could impose new compliance costs and operational challenges.
  • The failure of ZestMoney, in which Zip had invested, highlights the risks associated with international expansion and investments in emerging markets.

What makes Zip unique

  • Zip's integration with FEVO's Social Checkout™ platform allows it to tap into the social commerce market, a unique angle compared to traditional BNPL providers.
  • The company's focus on flexible payment options during checkout aligns with the preferences of 50% of acquirers, giving it a competitive edge in merchant partnerships.
  • Zip's significant credit facility from Victory Park Capital and its strategic investments, such as the $50 million stake in ZestMoney, highlight its strong financial backing and growth potential.

Benefits

Parental leave - Enjoy up to 20 weeks paid leave and return part-time on a full-time salary for 3 months!

Bonus scheme - We give you skin in the game through our various share incentive programs.

Family support - We support our ZipFam on their life journey through people policies and programs.

Volunteer leave - Use your paid volunteer leave to Zip it forward and create change in your community.

Reward & recognition - We love celebrating your wins and giving you the freedom to choose how you're rewarded.

Career growth - You'll be given clear progression pathways and transparent coaching so you can truly flourish.