Posted:
7/29/2024, 8:10:09 AM
Experience Level(s):
Senior
Field(s):
Operations & Logistics
Workplace Type:
On-site
Start your adventure with Zip
The Customer Experience team is focused on providing the Zip customer the best experience by resolving their inquiries quickly and efficiently in their preferred channel of communication. The team is integral to maintaining and enhancing customer satisfaction and loyalty, and it includes several specialized sub-teams: CX Operations, Knowledge & Community Management, CX Business Analytics, Training & Quality, and Contact Center Operations. Each sub-team plays a critical role in delivering exceptional customer experiences by managing day-to-day operations, fostering community engagement, analyzing business performance, providing training and quality assurance, and ensuring smooth contact center operations.
As the Senior Manager of Customer Experience Technology Operations, you will play a pivotal role in shaping our customer experience landscape. You will oversee the management and optimization of CX tools, ensuring they not only meet organizational needs but also elevate customer interactions to new heights. Leading the charge in developing and executing a comprehensive CX technology strategy and roadmap, you will collaborate with cross-functional teams to harness technology for significant improvements in customer experiences. Your leadership will extend to mentoring a team of CX technical operations professionals, fostering strong vendor relationships and cultivating a culture of collaboration, innovation, and accountability. Join our dynamic CX team and contribute to Zip’s pioneering AI-first approach to customer experience!
Interesting problems you’ll get to solve
CX Tools Management:
Strategy and Roadmap Development:
Operational Excellence:
Analytics and Insights:
Team Leadership:
What you’ll bring to the team
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 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.
We think these are just some of the best things about being a Zipster. We will also offer you:
The Pay Range for this position: $120,000 - $140,000 USD based on the industry benchmark for position, function, level and Zip's compensation strategies. However, actual base salary will depend on varying circumstances and individualized factors, such as job-related knowledge, skills, experience, and other objective business considerations.
Subject to those same considerations, the total compensation package for this position may also include other elements, including a bonus and/or equity awards, in addition to a full range of medical, financial, and/or other benefits.
Be a part of a team that reflects the diversity of our customers
We pride ourselves on being a workplace that provides equal opportunities to people of all ages, cultural backgrounds, sexual orientations, gender identities, abilities, veteran status, and everything else that makes you unique.
Equally, we’re committed to ensuring our recruitment processes are accessible and inclusive. Please let us know If there are any adjustments that need to be made to ensure you have a fair and equitable experience.
And finally…get to know us
Zip Co Limited (ASX: ZIP) is a digital financial services company, offering innovative, people-centred products that bring customers and merchants together.
Operating in two core markets - Australia and New Zealand (ANZ) and the US, Zip offers point-of-sale credit and digital payment services, connecting millions of customers with its global network of tens of thousands of merchants.
We’re proud to be a values-led business and our values - Customer First, Own it, Stronger Together and Change the Game - guide us in everything we do.
I acknowledge by clicking "Submit Application", that the information provided is true and correct. I also understand that any willful dishonesty may render for refusal of this application or immediate termination of employment. By providing your information, you acknowledge that you have read our Zip Applicant and Candidate Privacy Notice and authorize Zip to process your data subject to those terms
Before you apply, give Zip a try -> rebrand.ly/check-zip-out
We are a proud 2024 Circle Back initiative employer and will respond to every applicant.
Website: https://ziphq.com/
Headquarter Location: San Francisco, California, United States
Employee Count: 251-500
Year Founded: 2020
IPO Status: Private
Last Funding Type: Series C