Senior Customer Experience Partner, Operations

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

📋 Description

• Oversee daily BPO operations at four global partner locations.

• Act as the main operational liaison for BPO floor leadership and supervisors.

• Track real-time and historical metrics such as SLA, AHT, occupancy, and shrinkage in collaboration with CX Data Analysts.

• Diagnose root causes and implement corrective and preventative measures at the floor level.

• Manage the health of vendor relationships, ensuring contractual obligations and remediation plans are upheld.

• Create and sustain partner improvement plans that target quality, productivity, staffing, process adherence, and customer outcomes.

• Spearhead change management initiatives for new processes, tools, and policy updates.

• Discover and lead automation and AI initiatives to enhance customer and agent workflows.

• Analyze interval-level variances and identify operational bottlenecks.

• Oversee agent access, user permissions, onboarding processes, and platform accessibility.

• Standardize SOP and service execution across BPO locations.

• Connect frontline BPO operations with internal CX leadership.

• Collaborate with CX leadership on capacity, staffing, and service-level trade-offs.

⛳️ Requirements

• 8+ years of practical experience in CX Operations, contact center leadership, or BPO management in a multi-site or global setting.

• Proven track record managing BPO floor operations and collaborating with external vendor supervisors, team leads, and program managers.

• Skilled in analyzing and responding to SLAs, AHT, agent occupancy, CSAT, and shrinkage metrics.

• Demonstrated ability to implement operational change management and introduce tools, workflows, and procedures to large frontline agent teams.

• Expertise with CRM platforms such as Zendesk and Intercom, including permissioning workflows and ticketing systems.

• Strong vendor management and relationship-building skills.

• Agile and data-driven approach to problem-solving for real-time intraday operational challenges.

• Experience in fintech or fast-paced technology sectors is preferred.

• Clear alignment with Zip’s core values.

• Visa sponsorship is not available for this role.

🏝️ Benefits

• Flexible working culture.

• Incentive programs.

• Unlimited PTO.

• Generous paid parental leave.

• Leading family support policies.

• Company-sponsored 401k match.

• Learning and wellness subscription stipend.

• Beautiful Union Square office with a casual dress code.

• Industry-leading, employer-sponsored insurance for you and your dependents, with several 100% Zip-covered options available.

• Potential bonus and/or commission opportunities.

• Medical, financial, and other benefits.