Full-Time

Senior Manager

Customer Experience Technical Operations

Posted on 7/29/2024

Zip

Zip

1,001-5,000 employees

Provides buy now, pay later services

Fintech
Consumer Goods

Compensation Overview

$120k - $140kAnnually

+ Bonus + Equity Awards

Senior, Expert

Union City, NJ, USA

Remote-first opportunity with the option to work in-person out of our Manhattan office.

Category
Quality Control & Compliance
Supply Chain Management
Warehouse Operations
Operations & Logistics
Required Skills
Communications
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

Zip Co provides buy now, pay later (BNPL) services that allow consumers to make purchases and pay for them over time without interest. Its main products, Zip Pay and Zip Money, cater to different spending needs, offering flexible payment options for everyday items and larger expenses. Zip generates revenue through fees from merchants and late payments, and it partners with various retailers to enhance the shopping experience. Unlike many competitors, Zip emphasizes convenience and transparency, ensuring users are aware of their payment obligations. The company's goal is to simplify the purchasing process and expand its market presence across multiple countries.

Company Stage

IPO

Total Funding

$972.7K

Headquarters

Sydney, Australia

Founded

2013

Growth & Insights
Headcount

6 month growth

0%

1 year growth

-2%

2 year growth

-1%
Simplify Jobs

Simplify's Take

What believers are saying

  • Zip's potential partnership with Apple could significantly boost its US market presence.
  • Integration with Stripe allows easy BNPL access for US merchants, expanding Zip's reach.
  • The rise of in-store BNPL usage in the US shows growing consumer adoption.

What critics are saying

  • Increased competition from tech giants like Apple could threaten Zip's market share.
  • Regulatory changes in Australia may impact Zip's profitability and operations.
  • Reliance on partners like Stripe ties Zip's success to their platform stability.

What makes Zip unique

  • Zip offers interest-free BNPL services, enhancing consumer financial flexibility.
  • The company operates in diverse markets, including Australia, the US, and the UK.
  • Zip's partnerships with retailers improve shopping experiences and financial management for consumers.

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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.

INACTIVE