Senior Customer Experience Partner, Operations

- Demonstrates strong operational rigor with a data-driven approach to execution, holding teams accountable to performance standards while adapting tactically to shifting priorities and business needs. - Experienced in CX operations and BPO partner management, with hands-on expertise in contact center analytics including SLA, AHT, and occupancy metrics, and a proven track record of driving successful change execution. - Remote-first opportunity for US-based employees with the option to work in-person out of our Manhattan office ### **Start your adventure with Zip** We are seeking a high-energy, results-driven Senior Customer Experience Partner to lead key programs within our Customer Experience Operations team. In this role, you will translate high-level CX strategy into execution across our global, multi-site BPO network, ensuring our teams consistently exceed customer and business expectations. As a core member of the CX Operations team, you will drive daily operational discipline, interval-by-interval consistency, diagnose complex operational issues, lead cross-site improvement initiatives, and tactical change management across our external partner locations. Working closely with BPO leadership and internal data analysts, you will turn performance metrics into real-time operational adjustments on the floor. ### **Write your story with a career at Zip** - **Lead Day-to-Day BPO Execution:** Serve as the primary operational point of contact for BPO floor leadership and supervisors across 4 global partner locations to ensure seamless daily service delivery, governance rhythms, escalation paths, and improvement priorities. - **Drive Real-Time Performance Optimization:** Partner closely with CX Data Analysts to monitor real-time and historical performance metrics (SLA, AHT, Occupancy, Shrinkage), identify root causes, and execute immediate floor-level corrective and preventative adjustments. - **Enforce Vendor Accountability:** Manage relationship health and operational accountability with BPO floor supervisors and program managers to review performance against contractual and operating expectations, and leading remediation plans where needed. - **Vendor Improvement Planning:** Develop and maintain partner improvement plans across service quality, productivity, staffing effectiveness, process adherence, and customer outcomes, with clear milestones and accountability. - **Lead Change Management:** Make recommendations to leadership to develop the strategy and execute on the floor-level implementation of new processes, tool enhancements, and policy updates, driving agent adoption and compliance. **Champion Automation: Identify and lead opportunities where automation and AI can lead to streamlined processes for customers and agents, as well as improved productivity,** - **Eliminate Operational Bottlenecks:** Investigate interval-level variance patterns and operational friction points across contact centers, translating findings into immediate feedback and corrective actions. - **Manage Agent Access & Systems:** Oversee user profile permissioning, onboarding setup, and platform access management across our extended multi-site BPO workforce. - **Standardize Operational Discipline:** Ensure consistent execution of standard operating procedures (SOPs) and servicing standards across all BPO locations. - **Bridge Strategy and Floor Execution:** Act as the operational feedback loop between frontline BPO floor operations and internal CX leadership to continuously refine customer support workflows based on performance, customer outcomes, or business requirements. - **Workforce Planning:** Partner with CX leadership on capacity, staffing, and service-level tradeoffs. ### **What you’ll bring to the team** - **8+ years of hands-on experience** in CX Operations, contact center leadership, or BPO management within a multi-site or global environment. - **Direct experience managing BPO floor operations**, working closely with external vendor supervisors, team leads, and program managers. - **Proven technical fluency in contact center metrics**, including deep experience analyzing and acting upon SLAs, AHT, agent occupancy, CSAT, and shrinkage data. - **Demonstrated track record of executing operational change management**, successfully rolling out new tools, workflows, and procedures to large frontline agent populations. - **Hands-on proficiency with modern CX tooling and workforce concepts**, including CRM platforms (Zendesk, Intercom), permissioning workflows, and ticketing systems. - **Strong vendor management and relationship-building capabilities**, with the ability to hold external leadership accountable while fostering collaborative partnerships. - **Agile, data-driven problem-solving skills**, with the ability to make fast, informed decisions during real-time intraday operational dips. - **Experience in fintech or fast-paced technology environments** preferred. - **Clear alignment with Zip’s core values** **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 $91,000 - $114,000. This range reflects our US national compensation band (USN). Additional premium percentages may apply based on our tiered premium strategy. Subject to those same considerations, the total compensation package for this position may also include other elements, including a bonus and/or commission awards, in addition to a full range of medical, financial, and/or other benefits. ***\*Please note that visa sponsorship is not available for this position.*** 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. *I acknowledge by clicking "Submit Application", that the information provided is true and correct. I also understand that any willful dishonesty may render for refusal of this application or immediate termination of employment. By providing your information, you acknowledge that you have read our* [*Zip Applicant and Candidate Privacy Notice*](https://zip.co/careers/us-candidate-privacy-notice) *and authorize Zip to process your data subject to those terms.* *Zip participates in the federal government’s E-Verify program. #LI-Remote* [***Before you apply, give Zip a try -> ](https://rebrand.ly/check-zip-out)