CX Systems Operations Manager - Melio

Job description

OUR PURPOSE At Melio, we’re here to supercharge small businesses. By making business payments more efficient every day, connecting them with powerful technology, and empowering a community behind them, their potential is limitless. We don't just solve issues; we consider ourselves Brand Builders who help small businesses thrive by maximizing the value they get from Melio. HOW YOU’LL MAKE AN IMPACT As our Systems Manager, you will be the driving force behind the technology that powers our customer experience. You will transform how our CX Operations and Support teams scale by leading mission-critical initiatives from initial discovery to final rollout. You will make a direct impact by serving as our internal Zendesk Subject Matter Expert, architecting seamless system solutions, and guiding cross-functional teams through successful change. If you thrive in a fast-paced environment and want to build the operational backbone that directly elevates customer and team satisfaction, this is the role for you. WHAT YOU’LL DO Technical - Serve as the primary system administrator for Zendesk, partnering with stakeholders across the organization to gather, prioritize, and execute business requirements. - Handle all administrative functions, including user account maintenance, dashboards, reports, workflows, automations, and routine configuration tasks. - Act as PM for projects and Initiatives undertaken by the CX Operations and System’s associates in addition to the future Zendesk Administrator. - Providing/improving structure for the CX Operations and System’s department (workflows, escalation pathways, facilitation guidelines, best practices, etc) - Present to External Partnership and internal Melio CX teams on how the relevant changes will impact them (i.e. what views do ticket feeds to, what are Help Center URLs). Stakeholder Management - Act as a liaison between all teams using Zendesk, ensuring alignment, efficiency, and adoption of best practices - Aligning various stakeholders with goals of the CX Operations and Systems team & Melio as a company. - Engaging with appropriate internal stakeholders during appropriate points in project pipelines as the relevant Zendesk subject matter expert. - Clearly communicate the “why” behind decisions impacting implementation of workflows or processes for all stakeholder groups. People Management/Governance - Develop seniors and associates within their role and help provide for career growth. - Provide series of checks and balances for implementations / system workflow updates - Serve as a decisive leader who drives clarity and aligns cross-functional priorities when challenges or conflicting demands arise. - Maintain strict adherence to protocols for data hygiene, ensuring high-quality, reliable business insights. SUCCESS LOOKS LIKE - Master the End-to-End CX Journey: Deeply understand the end-to-end customer journey to ensure tech implementations drive positive, measurable outcomes for both internal teams and external customers. - Translate Technical Complexity into Clear Strategy: Communicate accurate technical estimates, diagnostics, business risks, and solutions simply and persuasively to diverse stakeholders—from technical peers to executive leadership. - Architect Scalable, Low-Friction Solutions: Deliver complex technical projects that are thoroughly tested, fully maintainable, and built for long-term operational supportability. - Develop High-Performing Talent: Establish transparent career paths and actionable growth plans that empower individual contributors to advance their skills and careers. - Drive Accountability Through Data: Design, implement, and track key performance indicators (KPIs) to measure and report on the tangible business impact of team deliverables. WHAT YOU’LL BRING WITH YOU Critical competencies Experience - Strong data management abilities, with the demonstrated ability to understand and articulate complex requirements. - Process design skills, with the ability to implement new processes and facilitate user adoption. - Collaborative mindset, acting as a team player with a history of successfully driving projects to completion. - Strong analytical, problem solving, and troubleshooting skills - Excellent verbal, written, organizational, and time management skills - Ability to take complex technical information and deliver to audiences of varying skills and background - Business acumen, particularly regarding the needs of a Customer Experience organization. - 3+ Years of experience managing a technical team of 3 or more people - 3+ years of experience working in a systems role (bonus: customer service specific) - Zendesk Admin certification is required - Knowledge and experience working with CSS / HTML / WebHooks / API usage in the context of Zendesk and related systems - Knowledge and experience working with Postman, Tableau, Zendesk Explore, and Omnichannel routing configuration