Zip Co Limited
Senior Manager, CX Platforms & Automation
United States · Senior
Sponsorship not specified$110k-$138kDetected 62 days ago
CRMVendor ManagementZendeskIntercomLeadershipCommunication
About the role
- What you'll get in return Zip is a place where you'll get out what you put in.
- The newness of our sector means we need to move at pace and embrace change, and our promise to you when you join the team is that you'll feel empowered and trusted to make big things happen quickly.
- We think these are just some of the best things about being a Zipster.
Responsibilities
- Leading family support policies
Nice to have
- Ensure tooling decisions reflect contact drivers, segmentation strategies, and measurement frameworks across CSAT, resolution quality, and productivity.
- Serve as the primary operational point of contact for CX technology vendors, monitoring performance and supporting roadmap alignment and cost discipline.
- Proactively identify opportunities to expand AI capabilities across agent assist, workflow automation, QA, and Voice of the Customer insights
- Ensure AI investments are measurable, optimized, and delivering clear impact across efficiency, customer outcomes, and cost-to-serve.
- Monitor platform performance and proactively identify opportunities to improve automation, stability, reporting accuracy, and operational visibility in our tech stack
- 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.
Compensation
- The actual base salary will be determined by various individualized factors, including job-related knowledge, skills, experience, location, internal equity, as well as other objective business considerations.
Benefits
- Flexible working culture
- Generous paid parental leave
- Learning and wellness subscription stipend
Company info
- Customer First, Own It, Stronger Together, and Change the Game.
- What you'll get in return
- Zip is a place where you'll get out what you put in.
- We want you to feel welcome and as though you have the support to be yourself, and care for yourself at work.
- Because it's important to us that you make the most of the opportunities you'll get to grow your skills and your career, and be surrounded by smart, friendly people and leaders that have your back.
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This listing is sourced directly from Zip Co Limited's careers page and normalized into a canonical job model.