CX Systems Operations Manager

Job not on LinkedIn

🔥 0 minutes ago

🇬🇧 United Kingdom – Remote

⏰ Full Time

🟡 Mid-level

🟠 Senior

⚙️ Operations

🇬🇧 UK Skilled Worker Visa Sponsor

This company has sponsored UK Skilled Worker visas in the past.

Apply Now

Find Similar Remote Jobs

Set Up Email Alert For New Jobs

📊 Check your resume score for this job

Improve your chances of getting an interview by checking your resume score before you apply.

Upload Resume

Xero

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

Founded 2006

☁️ SaaS

🤝 B2B

💰 $925M Post-IPO Debt - Xero on 2024-06

SaaS • B2B

Xero is a cloud-based accounting software company that provides bookkeeping, invoicing, payroll, bank reconciliation, VAT/MTD compliance, and financial analytics for small businesses, accountants, and bookkeepers. It offers an app marketplace for integrations, online invoice payments, partner programs for accountants and bookkeepers, and AI-powered automation (JAX) to streamline routine financial tasks.

📋 Description

• Serve as the primary Zendesk system administrator and manage user accounts, dashboards, reports, workflows, automations, and configuration tasks • Gather, prioritize, and execute business requirements with stakeholders across the organization • Act as project manager for CX Operations and Systems projects and initiatives • Improve CX Operations and Systems structure, workflows, escalation pathways, facilitation guidelines, and best practices • Present relevant changes and their impact to external partners and internal Melio CX teams • Liaise between teams using Zendesk to ensure alignment, efficiency, and adoption of best practices • Engage internal stakeholders throughout project pipelines as the Zendesk subject matter expert • Communicate the rationale behind workflow and process implementation decisions • Develop senior and associate team members and support career growth • Provide checks and balances for implementations and system workflow updates • Drive clarity and align cross-functional priorities when challenges or conflicting demands arise • Maintain data-hygiene protocols and reliable business insights • Understand the end-to-end CX journey and deliver measurable customer and team outcomes • Translate technical estimates, diagnostics, risks, and solutions into clear strategy for varied audiences • Deliver tested, maintainable, scalable technical projects • Establish career paths and growth plans • Design, implement, track, and report KPIs measuring team-deliverable impact

🎯 Requirements

• Strong data management abilities and ability to articulate complex requirements • Process design skills and ability to facilitate user adoption • Experience driving projects to completion collaboratively • Strong analytical, problem-solving, and troubleshooting skills • Excellent verbal, written, organizational, and time-management skills • Ability to communicate complex technical information to audiences with varying skills and backgrounds • Business acumen, particularly regarding Customer Experience organizations • 3+ years of experience managing a technical team of 3 or more people • 3+ years of experience working in a systems role; customer-service experience is a bonus • Zendesk Admin certification is required • Knowledge and experience with CSS, HTML, WebHooks, and API usage in Zendesk and related systems • Knowledge and experience with Postman, Tableau, Zendesk Explore, and omnichannel routing configuration

🏖️ Benefits

• Flexible working model, including fully remote, hybrid, or office options • Recruitment-process accommodations and adjustments • Background checks handled as part of employment offer