Senior Manager, CX Platforms & Automation

About the role

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

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