CX Operations Manager (Remote)

Job summary

This role focuses on managing and enhancing the platforms utilized by the Customer Experience (CX) team, including Zendesk and Vitally. The position involves hands-on work with system configuration, automation, and integration to ensure reliable operations for support and customer success teams.

Qualifications

• Strong ownership and autonomy in identifying and addressing needs without heavy oversight.
• Hands-on experience with Zendesk in a production support environment, including triggers, automations, and API debugging.
• Background in platform operations within CX or customer success, understanding team workflows.
• Experience in end-to-end delivery, including scoping, stakeholder alignment, and post-launch ownership.
• Commitment to thorough documentation as part of the workflow.
• Ability to discern when to use configuration or automation versus alternative solutions.
• Familiarity with low/no-code automation tools and AI applications in support operations.
• Comfort with APIs and integration patterns, collaborating with engineering teams.
• Proficiency in English, with remote work experience preferred.

Responsibilities

• Administer and ensure the reliability of Zendesk, Vitally, and related CX tools.
• Manage intake, triage, and delivery of platform requests from internal teams.
• Maintain documentation for configurations and integrations.
• Design and manage automations and data flows to enhance workflow efficiency.
• Identify and implement automation opportunities based on operational data and team feedback.
• Support AI-enabled workflows and adhere to change management practices.
• Use operational metrics to prioritize tasks and measure outcomes.
• Collaborate with cross-functional teams to validate solutions and support training initiatives.

Skills

• Strong problem-solving and analytical skills.
• Excellent communication abilities, both written and verbal.
• Proficiency in using automation and integration tools.

Education

• Relevant experience in CX operations or a related field is required.

Tools

• Zendesk, Vitally, low-code automation tools, APIs, and webhooks.