Sr Manager CX Operations

The challenge 

The Sr Manager CX Operations  is responsible for developing and implementing strategies to advance the support team in its ability to provide world class customer experiences.  In this role you will drive automation, self-service capabilities and team effectiveness through improving workflows, leveraging emerging technologies such as AI, implementing knowledge management, QA and training programs.   You will play a critical role in the success of the department by working cross functionally within the business to ensure support has the tools, information and training to successfully assist customers.  This role requires a high level of effective communication, organization, problem-solving, flexibility and time management skills.

What you will help us deliver

• Act as the primary point of contact for day-to-day operations within Zendesk and other Support team tools (quality, scheduling/wfm, etc) working through feature requests, user account provisioning, workflow optimization and automations.
• Leverage current and future AI capabilities to drive automation, self service and improve the overall customer experience.
• Develop, implement and document optimal workflows and system configurations to improve customer and user experience
• Work with the product and engineering teams to develop specific configurations  such as new apps and workflows.
• Implement and own the content management systems and ensure accuracy, relevance and accessibility of knowledge resources.
• Partner with cross-functional teams to develop and maintain the overall content management strategy and promote knowledge sharing. 
• Establish writing guidelines and knowledge architecture based on best practices, conduct training and feedback loops to ensure adoption and consistency. 
• Work closely with subject matter experts to capture and maintain knowledge.
• Manage new feature deployments, internal testing and rollout of changes across all teams
• Audit configurations within support tools to ensure they are up to date
• Create and maintain process flow and process documentation for all software used by the Support team
• Train support staff when new tool functionality is deployed.
• Develops dashboards to track and report on results of workflow automation and knowledge initiatives.

Minimum Qualifications

• 5 + years Zendesk Administrator or equivalent enterprise ticketing system administration experience preferred
• 5 years experience in managing large and complex projects and programs, change management, and working across functions with multiple stakeholders 
• 5+ years leadership experience with Customer Support teams in a SaaS environment.
• 5+ years experience in support operations including knowledge management, quality, training and support technology administration
• Demonstrated experience utilizing technology, such as AI, to automate and streamline the customer and rep experience
• Strong use of data to make decisions and recommendations.
• Knowledge of customer support processes in a global, multi-channel support environment
• Demonstrates the ability to provide technical or process alternatives, recommend solutions, and lead implementation of new software
• Enjoys working in a fast-paced environment and managing competing priorities.
• API, Zapier, AI, QA tools and other contact center automation solution experience preferred
• Data analysis and familiarity with reporting tools.

• Experience with implementing Knowledge-Centered Service (KCS) a plus

Benefits

• Competitive Salary -for Series B startup $135,000/year 
• Restricted Stock Units (RSU) 
• 401K Plan
• Full Medical, Dental, Vision Insurance
• Fitness/Gym Stipend
• Commuter Benefits
• Paid Parental Leave 
• Remote Work Friendly - While you may need to come into the office on certain days, we trust you to manage your work and deliverables. As long as quality work is being done, you can choose the environment that works for you.
• Flexible PTO Policy
• Mission driven company with strong culture

This job is eligible only for the following states: Alabama, Arizona, California, Colorado, Connecticut, Florida, Georgia, Hawaii, Idaho, Illinois, Indiana, Iowa, Kansas, Massachusetts, Maine, Maryland, Michigan, Missouri, Minnesota, Montana, New Hampshire, New Jersey, New Mexico, New York, Nevada, North Carolina, Ohio, Oklahoma, Oregon, Pennsylvania, Tennessee, Texas, Utah, Vermont, Virginia, Washington, and West Virginia.

We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation. 
© Esusu Inc. All rights reserved, Esusu is proud to be an equal opportunity workplace. We celebrate diversity and are committed to creating an inclusive environment for all employees. We do not discriminate on the basis of race, religion, color, gender identity, sexual orientation, age, disability, veteran status, or other applicable legally protected characteristics. We encourage people of different backgrounds, experiences, abilities, and perspectives to apply.