Senior Manager, CX Platforms & Automation

Senior Manager, CX Platforms & Automation

Lead CX Technology Operations strategy, owning platform performance, vendor management, and system optimization across scalable support environments.

Drive the evolution of an AI-first servicing model by designing, integrating, and scaling AI-powered tools across customer and agent experiences.

Own the CX technology ecosystem end-to-end, including system configuration, workflow design, routing logic, and self-service strategy to improve CSAT, efficiency, and cost-to-serve.

Partner cross-functionally with CX Operations, Product, Engineering, and Fraud teams to ensure systems are aligned to business needs, product changes, and operational growth.

Start your adventure with Zip

The Customer Experience team at Zip delivers fast, seamless, and high-quality support across all customer channels. Within CX, the Technology Operations team owns the systems, tools, and automation that power our contact center, self-service experiences, and AI-enabled servicing.

As the Senior Manager, CX Platforms & Automation, you will lead the roadmap and execution of our CX technology ecosystem — optimizing existing platforms, scaling AI capabilities, and identifying new solutions to support a modern, AI-first servicing model. You will partner closely with CX Operations Strategy, Fraud Operations, Product, and Engineering to ensure our tools are configured, integrated, and evolving to meet operational needs.

This is a strategic and hands-on leadership role, overseeing a team of CX technology specialists while actively driving platform optimization, vendor performance, automation initiatives, and AI enablement across both agent-facing and customer-facing experiences.

Interesting problems you'll get to solve

CX Technology Ownership & Platform Ownership

Lead the optimization and day-to-day management of Zip's CX technology stack, ensuring platforms drive measurable improvements in customer experience, agent efficiency, and operational scalability.

Execute the CX technology roadmap in partnership with CX leadership, evolving our systems to support growth, AI-first servicing, and changing operational needs.

Design and maintain system configurations, routing logic, and workflows that support service levels, accurate reporting, and operational efficiency.

Ensure tooling decisions reflect contact drivers, segmentation strategies, and measurement frameworks across CSAT, resolution quality, and productivity.

Partner closely with CX Operations Strategy and Fraud Operations to ensure systems are aligned with operational processes and scale seamlessly with team growth.

Serve as the primary operational point of contact for CX technology vendors, monitoring performance and supporting roadmap alignment and cost discipline.

AI Enablement & Self-Service Evolution

Own the strategy and performance of our customer-facing self-service ecosystem, including the Help Center and AI Agent.

Lead the continued evolution of our AI Agent toward more intelligent, agentic servicing — improving containment, resolution quality, and customer satisfaction.

Proactively identify opportunities to expand AI capabilities across agent assist, workflow automation, QA, and Voice of the Customer insights; evaluate available solutions (build or buy), close capability gaps, and drive adoption across CX and cross-functional teams.

Ensure AI investments are measurable, optimized, and delivering clear impact across efficiency, customer outcomes, and cost-to-serve.

Operational Excellence

Establish scalable standards for system administration, release management, integrations, and user support.

Monitor platform performance and proactively identify opportunities to improve automation, stability, reporting accuracy, and operational visibility in our tech stack

Evaluate build vs. buy decisions with a clear understanding of operational tradeoffs and long-term scalability.

Own operational readiness for changes to the CX technology stack, including internal configuration updates and vendor-driven releases, ensuring proper testing, communication, training alignment, and minimal disruption to frontline teams.

People Leadership

Lead and develop a small team of CX Technology Operations professionals, operating as a player-coach who balances strategic direction with hands-on execution.

Build strong cross-functional partnerships and foster a culture of accountability, continuous improvement, and operational excellence.

What you'll bring to the team

8+ years of experience owning and operating CX tools and platforms (e.g., CRM, ticketing, AI/chat, knowledge management). Experience with tools like Kustomer, Zendesk, Intercom, etc. required. Experience with Kustomer preferred.

Strong understanding of contact center operations, including agent workflows, routing logic, service levels, reporting frameworks, and self-service strategy.

Demonstrated experience optimizing CX systems to improve efficiency, scalability, and customer outcomes.

Proven ability to identify technology gaps, evaluate build vs. buy solutions, and drive implementation across cross-functional teams.

Experience partnering effectively with Product, Engineering, Fraud, and Operations stakeholders, as well as managing vendor relationships.

Strong project and change management skills, with a track record of leading tooling enhancements, system releases, and cross-functional initiatives.

Analytical mindset with the ability to translate technical configurations and data into operational and business implications.

Comfortable operating as a player-coach — setting direction while remaining hands-on in system configuration and optimization.

Experience leading and developing a small team of CX technology or systems professionals.

Bachelor's degree in Business, Information Technology, or a related field (or equivalent experience).

Alignment with our values: Customer First, Own It, Stronger Together, and Change the Game.

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:

• 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 choices available

Zip is committed to a straightforward and transparent pay structure. The actual base salary will be determined by various individualized factors, including job-related knowledge, skills, experience, location, internal equity, as well as other objective business considerations. The annual base Pay Range for this position is $110,000- $138,000 USD This range reflects our US national compensation (USN). 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.

If hired, employees will be in an 'at-will position' and the Company reserves the right to modify base salary (as well as any other discretionary payment or compensation or benefit program) at any time, including for reasons related to individual performance, Company or individual department/team performance, and market factors.

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-centered products. Operating in two core markets - Australia and New Zealand (ANZ) and the US, Zip offers access to 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.

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