CX Operations Manager, Tooling
Remote
CX Operations Manager, Tooling
Remote is hiring a CX Operations Manager, Tooling to own and improve the platforms Customer Experience runs on, including Zendesk and Vitally. This hands-on role involves configuring, automating, integrating, and maintaining systems used by support and customer success teams. The position is fully remote, prioritizing applications from Europe and the Americas, and requires strong Zendesk experience, platform operations expertise, and familiarity with AI-enabled workflows.
CX Operations Manager, Tooling
Remote is hiring a CX Operations Manager, Tooling to own and improve the platforms Customer Experience runs on, including Zendesk and Vitally. This hands-on role involves configuring, automating, integrating, and maintaining systems used by support and customer success teams. The position is fully remote, prioritizing applications from Europe and the Americas, and requires strong Zendesk experience, platform operations expertise, and familiarity with AI-enabled workflows.
Salary
Core Qualifications
Technical (Must-have)
Soft Skills
Preferred Qualifications
Technical (Nice-to-have)
Key Responsibilities
- Administer Zendesk, Vitally, and related CX tools: configuration, access, and day-to-day operational health.
- Own intake, triage, and delivery for platform requests from internal teams.
- Maintain documentation for configurations, automations, and integrations.
- Design and maintain triggers, automations, and data flows that reduce manual handling and keep work moving reliably through CX systems.
- Build and run integrations across the CX stack using APIs, webhooks, and low-code tools where that is the right tradeoff.
- Identify automation opportunities from ticket data, workflow friction, and team feedback; ship practical improvements, not automation for its own sake.
- Support AI-enabled workflows in CX (for example agent assist, routing or triage helpers, and intake automation): configure, test, document, and iterate with appropriate oversight and change control.
- Follow change management practices: test before production, communicate impact, document intent and ownership.
- Use operational data and platform metrics to prioritize work and measure results.
- Identify fragile configs, process gaps, and technical debt; address them in a structured way.
- Support rollout of new channels, integrations, and workflow changes as CX requirements evolve.
- Work with support, success, and operations teams to understand workflow needs and validate solutions before they ship.
- Partner with enablement on training and adoption when tooling changes affect frontline teams.
- Collaborate with product, engineering, and data teams on integrations and escalations that go beyond platform configuration.