Remote Senior CX Operations Leader, BPO & Analytics

Zip Co Limited; United States; On-site; USD 91,000 - 114,000; Full time

Benefits offered by this job

Unlimited PTO

401k match

Medical insurance

Job summary

Zip Co Limited is seeking a Senior Customer Experience Partner to lead CX Operations across global BPO partners. You will translate CX strategy into on‑the‑floor execution, manage day‑to‑day floor activities, and drive real‑time adjustments based on SLA, AHT, and occupancy data.

The role emphasizes cross‑site improvement, change management, and close collaboration with data analytics to optimize performance while maintaining strong partner relationships.

Qualifications

• 8+ years in CX Operations, contact center leadership, or BPO management.
• Direct experience managing BPO floor operations with external vendors.
• Fluent in CX tooling and workforce concepts like Zendesk/Intercom.

Responsibilities

• Lead Day-to-Day BPO Execution across 4 global partner locations to ensure seamless service delivery and governance.
• Monitor real-time and historical performance metrics (SLA, AHT, Occupancy); diagnose issues and implement floor-level actions.
• Enforce vendor accountability and lead remediation plans with program managers.

Skills

CX operations

BPO management

contact center analytics

SLA

AHT

occupancy

vendor management

change management

automation / AI

workforce planning

Tools

Zendesk

Intercom

Job description

Zip Co Limited is seeking a Senior Customer Experience Partner to lead CX Operations across global BPO partners. You will translate CX strategy into on‑the‑floor execution, manage day‑to‑day floor activities, and drive real‑time adjustments based on SLA, AHT, and occupancy data.

The role emphasizes cross‑site improvement, change management, and close collaboration with data analytics to optimize performance while maintaining strong partner relationships.