CX Special Projects & Capacity Manager
Core
Designing and managing flexible customer experience capacity to handle volume spikes, incidents, and campaign launches through process building, contractor coordination, and AI-assisted tools.
Role type
Senior IC Customer Experience Operations Manager
Builds
Flexible capacity models, incident response frameworks, campaign readiness plans, and AI-assisted operational workflows
Domain
Consumer tech / Food & Drink marketplace
Deliverable
production ML models | product features | dashboards & analysis | client delivery | infrastructure
Required skills
Customer support operations, cross-functional coordination without authority, data-driven workload analysis, incident response management, contractor bench management, process design from scratch
Preferred skills
Consumer tech or fintech experience, Zendesk proficiency, distributed team management, building operational workflows
Technologies
AI tools, Zendesk
Responsibilities
Planning CX capacity ahead of campaigns and volume spikes, leading operational responses to incidents and surges, managing a flexible bench of trained contractors, tracking volume and customer outcomes, coordinating with Product and Engineering on customer impact, building and improving CX processes and AI-assisted tools
Seniority
Senior, hands-on IC
