CX Operations Manager
External
Eliseai · New York CityPrepare for this interview
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About the role
We're hiring a CX Operations Manager to design, optimize, and scale the systems and processes that power our customer support experience. You'll act as the operational partner to Support and Product leaders, owning workflows, tooling, reporting, and AI-driven support capabilities while continuously improving how customer issues flow from intake to resolution. As our Zendesk administrator and CX tooling expert, you'll be the technical backbone that enables our support team to scale efficiently while maintaining a high-quality, consistent customer experience during a critical growth phase.
Responsibilities
- Zendesk Administration & Workflow Design
- Own and administer Zendesk across Support, Guide, Explore, and AI features
- Design ticket workflows including intake, routing, prioritization, escalations, triggers, automations, SLAs, views, macros, and custom fields
- Configure agent roles, permissions, and queue structures; serve as Zendesk subject-matter expert
- Automation & AI-Powered Support
- Evaluate and implement AI-powered CX tools (bots, auto-triage, suggested replies, deflection)
- Deploy automation flows that reduce manual work and improve response times
- Strategic Operations
- Partner with leadership to identify bottlenecks and recommend improvements
- Translate product changes into scalable support processes and document workflows for scale
- Analytics & Reporting
- Build dashboards tracking volume, backlog, SLA adherence, CSAT, and efficiency trends
- Surface automation opportunities and create feedback loops to Product teams
- Day-to-Day Execution
- Own daily CX Solutions tickets (the SalesOps equivalent for support)
- Manage Help Center structure, content workflows, and integrations with adjacent systems
- Troubleshoot technical issues and respond to internal team needs
Requirements
- 3+ years of experience with Zendesk in a B2B environment - Deep expertise across Support, Guide, Explore, and administration
- Automation and AI familiarity - Experience evaluating and implementing AI-driven support tools
- Systems thinker - You think in inputs, outputs, and tradeoffs; you design processes that scale
- Strategic executor - Balance hands-on work with proactive recommendations
- Cross-functional collaborator - Experience partnering with Support, Product, and Ops teams
- Clear communicator - Translate complex systems into simple decisions
- Bias toward action - Move fast, iterate quickly, execute without overthinking
- Willingness to work in person at our office 4-5 days a week
- Move at Rocket Speed, Build Something Massive
- We're scaling fast, solving real client problems with precision and ambition. Here, you own your impact: full autonomy, no micromanagement, no fluff.
- We hire the best, expect the best, and give you the masterclass of your career. It's hard, it's intense, and it's the most rewarding work you'll ever do. If you're hungry, driven, and ready to build something massive, climb aboard.
Benefits
Additional Information
About EliseAI At EliseAI, we're improving the industries that matter most: housing and healthcare. Everyone needs a place to live and access to quality healthcare, yet both are often harder to secure than they should be. By integrating AI agents deeply into existing workflows, we make them more efficient, reduce costs, and improve the experience for everyone. Housing : We simplify how renters tour apartments, sign leases, submit maintenance requests, and stay connected with their property team-bringing everything they need for their home into one place. Healthcare : We make it easy to schedule appointments, complete intake forms, and we help patients communicate with providers, so everyone can focus on health instead of paperwork. With EliseAI, organizations reduce manual work, improve accessibility, and deliver a seamless experience across essential services. We recently raised a $250 million Series E round led by Andreessen Horowitz to accelerate this mission.
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