Senior Manager, Customer Experience Operations

Job Description

Democratize Access To Credit

Together we’ll dismantle barriers to housing for working families to use data to eliminate the racial wealth gap. The ability to build credit from rental payments has the potential to give over 45 million renters with little to no credit a pathway into the financial system. Those individuals then stand to save over $200,000 in reduced lifetime interest payments, build home equity by qualifying for mortgages, and build wealth by passing job screening requirements.

The challenge

The Senior Manager of CX Operations is responsible for developing and implementing strategies to enhance the support team’s ability to deliver world-class customer experiences. In this role, you will drive automation, self-service capabilities, and team effectiveness by improving workflows, leveraging emerging technologies (such as AI), and implementing knowledge management, quality assurance, and training programs.

You will play a pivotal role in the department's success by collaborating cross-functionally to ensure the support team has the tools, information, and training needed to assist customers effectively. This role demands exceptional communication, organizational, problem-solving, flexibility, and time management skills.

What You’ll Deliver

• Serve as the primary point of contact for daily operations within Zendesk and other support tools (e.g., quality, scheduling, workforce management), managing feature requests, user account provisioning, workflow optimizations, and automations.
• Leverage AI capabilities to drive automation, enhance self-service, and improve the customer and agent experience. (e.g., chatbots, virtual voice assistants, email ticket bots, etc)
• Design, implement, and continuously audit workflows and system configurations to optimize the customer and user experience.
• Coordinate and oversee support operations initiatives, collaborating with cross-functional teams to ensure successful implementation of business objectives, such as product launches, policy changes, customer acquisition, and tool integrations.
• Implement and manage content management systems and guidelines, collaborating with cross-functional teams to ensure the accuracy, relevance, and accessibility of knowledge resources.
• Manage new feature deployments, internal testing, and rollout processes across support teams.
• Create and maintain process flow documentation and training materials, ensuring support staff are well-equipped to utilize new tools and processes.
• Develop dashboards to track and report on operational performance and automation outcomes.
• Gather and document requirements for new technology investments, overseeing the vendor review and selection process.

Core Competencies we are seeking

• Technical Expertise: Proficiency in configuring, maintaining and optimizing customer support systems (eg. Zendesk, Confluence, Jira) Knowledge of integrating support tools with other platforms (eg. CRM, analytics tools) and managing APIs.
• AI-Powered Automation Strategy & Implementation: Proficiency in the design, implementation and optimization of AI-driven automation tools, such as chatbots, voice virtual assistants and email ticket bots.
• Process Automation and Data Insights: Designing and implementing automations and workflows to improve efficiency. Strong analytical skills to interpret data, generate insights and create dashboards/reports on key metrics.
• Problem Solving and Troubleshooting: Diagnosing and resolving system or process related challenges efficiently, with minimal disruption to operations.
• Communication & Collaboration: Collaborating with cross functional teams to align tools and processes with business goals. Training staff on new processes, tools and best practices.
• Project & Change Management: Leading projects independently, managing timelines, resources and stakeholders and expectations effectively.
• Customer and User Experience Approach: Configuring workflows and tools to enhance customer satisfaction and user-friendliness for agents
• Knowledge of Emerging Technologies: Staying updated on trends like AI-powered chatbots, and self-service platforms and implementing new tools to drive business objectives
• Strategic Planning: Anticipating future operational needs and aligning strategies with long-term business goals.
• Self-Management & Accountability: Ability to work independently, prioritize tasks and manage responsibilities in a remote environment.

Basic Qualifications

• 5+ years experience in support operations within a SaaS environment, including expertise in knowledge management, quality assurance, training, support technology administration and AI-driven automation tools (e.g., Zendesk or equivalent enterprise ticketing systems).
• 5+ years leadership experience managing customer support teams and cross-functional initiatives
• Demonstrated success in managing complex projects, including change management, system implementations, and process optimization with multiple stakeholders.
• Proven ability to utilize technologies like AI to streamline workflows, enhance customer experiences, and improve team efficiency.
• Strong understanding of customer support processes in a global, multi-channel environment

Benefits

• Competitive Salary - for Series B startup - $135,000 annually
• Restricted Stock Units (RSU)
• Full Medical, Dental, Vision Insurance
• 401K Plan
• Fitness/Gym Stipend
• Paid Parental Leave
• Remote Work Environment – a 100% virtual
• Flexible PTO Policy
• Mission Driven Company – a strong and driven 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, West Virginia and Wisconsin.