External Posting
Core
Lead operational strategy and execution for Customer Experience teams to ensure scalability, efficiency, and high-quality customer outcomes.
Role type
Head of CX Operations (Strategic Leadership)
Builds
Scalable operating models, processes, and insights for CX teams
Domain
B2B FinTech / Payments / Customer Experience
Deliverable
production ML models | product features | dashboards & analysis | client delivery | infrastructure
Required skills
Strategic operational leadership, Business acumen, Stakeholder management, Data-driven decision making, Change management, Team building and scaling, Process optimization, Cross-functional collaboration
Preferred skills
Financial services experience, CX platform expertise (Zendesk), Analytics tools (Tableau), Workforce Management practices, B2B FinTech background
Technologies
Zendesk, Tableau
Responsibilities
Lead Workforce Management, Quality Assurance, and CX Systems Operations; Develop and execute operational strategies; Own operational performance management and metrics; Partner with Analytics to build dashboards; Lead strategic projects and change initiatives; Coach and develop high-performing teams
Seniority
Executive, Strategy & Mentorship