[Hiring] Senior Customer Experience Partner @Zip

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, interval-by-interval consistency.
• Diagnose complex operational issues and lead cross-site improvement initiatives.
• Turn performance metrics into real-time operational adjustments on the floor.

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, working closely with external vendor supervisors, team leads, and program managers.
• Proven technical fluency in contact center metrics, including deep experience analyzing and acting upon SLAs, AHT, agent occupancy, CSAT, and shrinkage data.
• Demonstrated track record of executing operational change management, successfully rolling out new tools, workflows, and procedures to large frontline agent populations.
• Hands-on proficiency with modern CX tooling and workforce concepts, including CRM platforms (Zendesk, Intercom), permissioning workflows, and ticketing systems.
• 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

• Serve as the primary operational point of contact for BPO floor leadership and supervisors across 4 global partner locations.
• Partner closely with CX Data Analysts to monitor real-time and historical performance metrics.
• Manage relationship health and operational accountability with BPO floor supervisors and program managers.
• Develop and maintain partner improvement plans across service quality, productivity, staffing effectiveness, process adherence, and customer outcomes.
• Make recommendations to leadership to develop strategy and execute on the floor-level implementation of new processes.
• Identify and lead opportunities where automation and AI can lead to streamlined processes.
• Investigate interval-level variance patterns and operational friction points across contact centers.
• Oversee user profile permissioning, onboarding setup, and platform access management.
• Ensure consistent execution of standard operating procedures (SOPs) and servicing standards.
• Act as the operational feedback loop between frontline BPO floor operations and internal CX leadership.
• Partner with CX leadership on capacity, staffing, and service-level tradeoffs.

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.