CX Systems Operations Manager

This is a fully remote position, open to applicants in United Kingdom.

📋 Description

• Act as the main Zendesk system administrator, overseeing user accounts, dashboards, reports, workflows, automations, and configuration tasks.

• Collect, prioritize, and implement business requirements in collaboration with stakeholders throughout the organization.

• Serve as the project manager for CX Operations and Systems projects and initiatives.

• Enhance the structure, workflows, escalation pathways, facilitation guidelines, and best practices within CX Operations and Systems.

• Communicate relevant changes and their implications to external partners and internal Melio CX teams.

• Act as a liaison between teams utilizing Zendesk to ensure alignment, efficiency, and adherence to best practices.

• Involve internal stakeholders throughout project workflows as the Zendesk subject matter expert.

• Articulate the reasoning behind workflow and process implementation decisions.

• Mentor senior and associate team members while supporting their career development.

• Provide oversight and checks for implementations and system workflow updates.

• Foster clarity and align cross-functional priorities when faced with challenges or conflicting demands.

• Uphold data hygiene protocols and ensure reliable business insights.

• Comprehend the complete CX journey and deliver measurable outcomes for customers and teams.

• Convert technical estimates, diagnostics, risks, and solutions into clear strategies for diverse audiences.

• Execute tested, maintainable, and scalable technical projects.

• Establish career trajectories and growth plans.

• Design, implement, monitor, and report KPIs that measure the impact of team deliverables.

⛳️ Requirements

• Proficient in data management with the ability to convey complex requirements clearly.

• Skilled in process design and capable of facilitating user adoption.

• Experience in collaboratively driving projects to successful completion.

• Strong analytical, problem-solving, and troubleshooting capabilities.

• Exceptional verbal, written, organizational, and time-management skills.

• Ability to communicate intricate technical information to audiences with varying expertise and backgrounds.

• Business acumen, particularly in relation to Customer Experience organizations.

• Over 3 years of experience managing a technical team of three or more individuals.

• More than 3 years of experience in a systems role; customer service experience is advantageous.

• Zendesk Admin certification is mandatory.

• Familiarity and experience with CSS, HTML, WebHooks, and API usage in Zendesk and related systems.

• Knowledge and experience with Postman, Tableau, Zendesk Explore, and omnichannel routing configuration.

🏝️ Benefits

• Flexible working model, offering fully remote, hybrid, or office-based options.

• Accommodations and adjustments available during the recruitment process.

• Background checks conducted as part of the employment offer.