Senior Customer Experience Partner, Operations

🕒 Yesterday

🇺🇸 United States – Remote

💵 $91k - $114k / year

⏰ Full Time

🟠 Senior

💝 Customer Support

🦅 H1B Visa Sponsor

This company has sponsored H1B visas in the past.

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Zip Co

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

💳 Fintech

🛍️ eCommerce

💸 Finance

Fintech • eCommerce • Finance

Zip Co is a global ‘Buy Now, Pay Later’ company that provides simpler and fairer payment solutions for millions of customers. With a mission to be the first payment choice everywhere and every day, Zip offers transparent, flexible, and interest-free credit to consumers and businesses. The company partners with major brands like Amazon, Best Buy, eBay, and Uber, focusing on people-centred innovation and financial empowerment.

📋 Description

• Lead daily BPO execution across four global partner locations • Serve as primary operational contact for BPO floor leadership and supervisors • Monitor real-time and historical SLA, AHT, occupancy, and shrinkage metrics with CX Data Analysts • Identify root causes and execute floor-level corrective and preventative adjustments • Manage vendor relationship health, contractual accountability, and remediation plans • Develop and maintain partner improvement plans covering quality, productivity, staffing, process adherence, and customer outcomes • Lead change management for new processes, tools, and policy updates • Identify and lead automation and AI opportunities to streamline customer and agent processes • Investigate interval-level variance and operational bottlenecks • Manage agent access, user permissions, onboarding setup, and platform access • Standardize SOP and servicing-standard execution across BPO locations • Bridge frontline BPO operations and internal CX leadership • Partner with CX leadership on capacity, staffing, and service-level tradeoffs

🎯 Requirements

• 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 and working with external vendor supervisors, team leads, and program managers • Experience analyzing and acting upon SLAs, AHT, agent occupancy, CSAT, and shrinkage data • Track record of executing operational change management and rolling out tools, workflows, and procedures to large frontline agent populations • Proficiency with CRM platforms including Zendesk and Intercom, permissioning workflows, and ticketing systems • Vendor management and relationship-building capabilities • Agile, data-driven problem-solving skills for real-time intraday operational dips • Experience in fintech or fast-paced technology environments preferred • Clear alignment with Zip’s core values • Visa sponsorship is not available for this position

🏖️ 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, with several 100% Zip-covered choices available • Potential bonus and/or commission awards • Medical, financial, and other benefits

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