Senior Manager, Customer Experience Technical Operations

Job description

- Lead CX Technology Operations strategy, owning platform performance, vendor management, and system optimization across scalable support environments - Drive the evolution of an AI-first servicing model by designing, integrating, and scaling AI-powered tools across customer and agent experiences - Own the CX technology ecosystem end-to-end, including system configuration, workflow design, routing logic, and self-service strategy to improve CSAT, efficiency, and cost-to-serve - Partner cross-functionally with CX Operations, Product, Engineering, and Fraud teams to ensure systems are aligned to business needs, product changes, and operational growth Start your adventure with Zip: 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 our CX technology ecosystem — optimizing existing platforms, scaling AI capabilities, and identifying new solutions to support a modern, AI...