[Hiring] Senior Customer Experience Partner @Zip Co Limited

Role Description

We are seeking a high-energy, results-driven Senior Customer Experience Partner to lead key programs within our Customer Experience Operations team. In this role, you will translate high-level CX strategy into execution across our global, multi-site BPO network, ensuring our teams consistently exceed customer and business expectations.

• Demonstrates strong operational rigor with a data-driven approach to execution.
• Experienced in CX operations and BPO partner management.
• Hands-on expertise in contact center analytics including SLA, AHT, and occupancy metrics.
• Drive daily operational discipline and diagnose complex operational issues.
• Lead cross-site improvement initiatives and tactical change management.
• Partner closely with BPO leadership and internal data analysts.

Qualifications

• 8+ years of hands-on experience in CX Operations, contact center leadership, or BPO management within a multi-site or global environment.
• Direct experience managing BPO floor operations.
• Proven technical fluency in contact center metrics.
• Demonstrated track record of executing operational change management.
• Hands-on proficiency with modern CX tooling and workforce concepts.
• Strong vendor management and relationship-building capabilities.
• Agile, data-driven problem-solving skills.
• Experience in fintech or fast-paced technology environments preferred.
• Clear alignment with Zip’s core values.

Requirements

• Lead Day-to-Day BPO Execution.
• Drive Real-Time Performance Optimization.
• Enforce Vendor Accountability.
• Vendor Improvement Planning.
• Lead Change Management.
• Champion Automation.
• Eliminate Operational Bottlenecks.
• Manage Agent Access & Systems.
• Standardize Operational Discipline.
• Bridge Strategy and Floor Execution.
• Workforce Planning.

Benefits

• Flexible working culture.
• Incentive programs.
• Unlimited PTO.
• Generous paid parental leave.
• Leading family support policies.
• Company-sponsored 401k match.
• Learning and wellness subscription stipend.
• Beautiful Union Square office with a casual dress code.
• Industry-leading, employer-sponsored insurance for you and your dependents.