CX Operations Manager, Tooling

Accountabilities • Administer and maintain Zendesk, Vitally, and related customer experience platforms, including configuration, access management, and day-to-day operational health.

• Own the intake, prioritization, triage, and delivery of platform requests from internal customer support and success teams. • Design and maintain triggers, automations, workflows, and data flows that reduce manual work and improve operational efficiency. • Build and maintain integrations across the CX technology stack using APIs, webhooks, low-code tools, and platform-native capabilities. • Identify automation opportunities through operational data, workflow friction, and feedback from frontline teams, focusing on practical improvements with measurable impact. • Support AI-enabled CX workflows such as agent assistance, routing and triage tools, and automated intake processes, including configuration, testing, documentation, and iteration. • Apply appropriate change management practices by testing changes before production, communicating their impact, and documenting configurations, ownership, and intent. • Maintain clear and accessible documentation covering platform configurations, automations, integrations, and operational processes. • Use platform metrics and operational data to prioritize improvements and measure outcomes. • Identify fragile configurations, process gaps, and technical debt, and address them systematically. • Support the rollout of new channels, integrations, and workflow changes as customer experience requirements evolve. • Partner with support, customer success, and operations teams to understand needs and validate solutions before implementation. • Work with enablement teams on training and adoption when tooling changes affect frontline users. • Collaborate with product, engineering, and data teams when technical challenges extend beyond platform configuration.

Requirements:

• Strong ownership and autonomy, with the ability to identify priorities, set direction, and deliver with limited oversight. • Hands-on experience administering Zendesk in a production support environment, including triggers, automations, views, groups, routing, macros, and API-based troubleshooting. • Experience managing platforms within customer experience, customer support, or customer success operations, with a practical understanding of how frontline teams work. • Demonstrated ability to manage initiatives end to end, from scoping and stakeholder alignment through safe rollout and ongoing ownership. • Strong documentation habits, with the ability to create accurate and accessible technical and operational documentation. • Sound judgment when deciding whether configuration, automation, or a broader technical or process solution is the appropriate approach. • Experience building CX automations using low-code/no-code tools such as Zapier, platform-native automation, or comparable solutions. • Practical experience with AI-enabled support or customer success workflows, such as agent assistance, triage, routing, intake automation, or knowledge-based tools. • Comfortable working with APIs, webhooks, and integration patterns and collaborating with engineering teams on more complex technical challenges. • Strong experience with Zendesk or a comparable customer support platform; experience with Vitally or another customer success platform is a strong advantage. • Willingness and ability to work across multiple systems within a broader technology stack. • Strong written and spoken English communication skills. • Experience working in a remote-first or distributed environment is an advantage. • Ability to use operational data and platform metrics to identify opportunities, prioritize work, and measure results. • A proactive, structured, and collaborative approach to solving operational and technical problems.