CX Operations Lead
Core
Optimizing customer experience systems and operations to improve the post-purchase journey, from order dispatch to returns.
Role type
CX Operations Lead
Builds
Optimized CX workflows, automated processes, and operational readiness for business changes
Domain
E-commerce / Retail / Customer Experience
Required skills
Zendesk administration, e-commerce operations, warehouse and logistics coordination, process automation, cross-functional collaboration, data-driven problem solving
Preferred skills
Experience with ERP/WMS/carrier platforms, change management, stakeholder influence
Technologies
Zendesk, ERP, WMS, Refundid, carrier platforms
Responsibilities
Own day-to-day optimization of Zendesk workflows and AI agents; troubleshoot CX system issues; prepare CX team for promotions and business changes; partner with warehouse/fulfilment on dispatch, out-of-stocks, and returns; use operational data to identify and resolve customer pain points
Seniority
Mid-level, hands-on IC
