CX Ops Manager
Core
Own CX systems, vendor relationships, and quality standards to run customer support at its best across all channels.
Role type
Senior CX Operations Manager
Builds
Customer support operations, AI-assisted support tools, and vendor-managed support services
Domain
Consumer cybersecurity
Required skills
Zendesk administration, BPO/vendor management, QA program ownership, capacity planning, onboarding and training pipeline management, data-driven decision making, process design, AI-assisted support tool standards
Preferred skills
Systems thinking, coaching and performance improvement, cross-channel communication standards
Technologies
Zendesk, AI-assisted support tools
Responsibilities
Manage Zendesk end-to-end including routing, triggers, automations, macros, and views; oversee BPO relationships including SLAs and performance standards; plan capacity and shift coverage; run onboarding and training pipelines; maintain QA automations and AI-assisted QA processes; audit platform performance and optimize workflows
Seniority
Senior, hands-on IC (via careerplan.io/jobs/57-000-A1-E64-cx-ops-manager-at-guardio)