CX Delivery & Automation Manager

UKG; Bensalem Township (Bucks County); On-site; USD 70,000 - 100,000; Full time

Benefits offered by this job

Generous Employee Discount

Paid Holidays

Summer Hours

PTO (Paid Time Off)

Bonus Plan

Affordable Health Insurance

Retirement Contributions

Job summary

SNIPES USA is seeking a Manager of Customer Service to own how customers are served across every channel and how the operation behind that service runs. You will be accountable for response, quality, automation performance, and partner performance, ensuring consistent handling whether resolved by automation, a partner, or the internal team.

The role emphasizes coaching a team, setting domain ownership, and driving improvements in service levels, backlog management, and channel readiness as new

Qualifications

• 3+ years in customer service or CX operations.
• 1+ year of leading a CX team.

Responsibilities

• Own service levels, backlog, and response performance across all channels.
• Set clear handling rules for customer cases of all types.
• Turn quality misses into coaching, so we fix the habit, not the ticket.
• Bring new channels into the same standard as they come online.
• Own automation performance end to end: resolution rate, escalation quality, and flow accuracy.
• Understand what escalates back to us and why, then close those gaps.

Skills

Customer service

CX operations

Automation tools

Performance metrics

Tools

DigitalGenius

Ada

Gorgias AI

Intercom Fin

Zendesk AI

Forethought

Freshdesk

Zendesk

Salesforce Service Cloud

Gorgias

Kustomer

Job description

SNIPES USA is seeking a Manager of Customer Service to own how customers are served across every channel and how the operation behind that service runs. You will be accountable for response, quality, automation performance, and partner performance, ensuring consistent handling whether resolved by automation, a partner, or the internal team.

The role emphasizes coaching a team, setting domain ownership, and driving improvements in service levels, backlog management, and channel readiness as new