Manager, Customer Experience Operations

• Lead CX Operations strategy, vendor performance, and operational excellence across scalable support systems and processes
• Champion the design, integration, and evolution of AI-powered knowledge and tooling to elevate both customer and agent experience
• 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’re looking for a Manager to lead our Customer Experience Operations function. In this role, you’ll drive high-impact initiatives across tooling, process, and performance, ensuring our support operations deliver excellence at scale. You’ll lead key programs—including knowledge systems, vendor management, and performance optimization—while partnering closely with internal stakeholders to improve how we serve customers every day. This is an ideal opportunity for a strategic, systems-thinking operator with deep CX experience, a bias for action, and a passion for shaping high-quality service delivery through innovation.

The Customer Experience team at Zip is dedicated to ensuring that every customer receives the highest quality service. Our goal is to resolve inquiries quickly and efficiently, using the customer's preferred communication channel. The team is integral to maintaining and enhancing customer satisfaction and loyalty, and it includes several specialized sub-teams: CX Operations, Knowledge & Community Management, CX Business Analytics, Training & Quality, and Contact Center Operations. Each sub-team plays a critical role in delivering exceptional customer experiences by managing day-to-day operations, fostering community engagement, analyzing business performance, providing training and quality assurance, and ensuring smooth contact center operations.

Interesting problems you’ll get to solve

• Develop and execute customer experience operations best practices and processes aligned with business goals, ensuring scalability, efficiency, and service excellence.
• Oversee daily operations of our outsourced customer service team, from managing the vendor relationship to championing agent experience and driving key performance indicators.
• Lead the development and evolution of our customer servicing knowledge base and integrate AI-enhanced content structures to improve agent performance, reduce resolution times, and enable seamless access to information.
• Build, inspire, and mentor a high-performing customer experience operations team with a focus on professional development, engagement, and excellence.
• Partner closely with training and technology teams to ensure the knowledge ecosystem is embedded into operational workflows and agent onboarding.
• Collaborate cross-functionally with Product, Engineering, Compliance, and Marketing as the CX stakeholder to lead change management and ensure clear communication of upcoming releases, enabling alignment, seamless customer support across all channels, and operational readiness. 
• Analyze customer feedback, complaints, and operational data to proactively identify pain points and foster a culture of continuous improvement.
• Champion Zip’s servicing philosophy, embedding it across all touchpoints to deliver consistent, brand-aligned, high-quality customer interactions.

What you’ll bring to the team 

• 5+ years of experience in customer operations leadership roles, preferably in a fintech or technology-driven company.
• Demonstrated success in driving operational transformation, improving service delivery, and managing vendor relationships in omni-channel support models.
• Experience implementing and scaling knowledge management systems and AI-enhanced content strategies.
• Proven track record of leading teams with a customer-obsessed, data-informed, and compliance-aware approach.
• Deep understanding of modern customer support technologies, including CRM systems (e.g., Zendesk, Intercom) and automation/AI-powered solutions.
• Demonstrated expertise in leading teams through organizational change, with the agility to adapt quickly to evolving business needs and continuously optimize CX strategies in dynamic environments.
• A passion for innovation and experimentation, fueled by curiosity about emerging technologies—especially AI—with a track record of introducing new tools, workflows, or service models that enhance scalability and elevate customer satisfaction.
• Exceptional communication, stakeholder management, and leadership skills; thrives in a fast-paced, results-oriented culture.

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
• 20 days PTO every year
• Generous paid parental leave
• Leading family support policies
• 100% employer covered insurance
• Learning and wellness subscription stipend
• Company-sponsored 401k match

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 $90,000- $100,000 USD This range reflects our US national compensation (USN). Subject to those same considerations, the total compensation package for this position may also include other elements, including a bonus and/or equity awards, in addition to a full range of medical, financial, and/or other benefits. 

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 and authorize Zip to process your data subject to those terms. Zip participates in the federal government’s E-Verify program

Before you apply, give Zip a try   -> rebrand.ly/check-zip-out