Senior CX Operations Lead - Remote BPO Performance

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

Benefits offered by this job

Flexible working culture

Incentive programs

Unlimited PTO

Generous parental leave

Family support policies

401k match

Wellness stipend

Union Square office access

Comprehensive benefits

Job summary

Zip Co Limited is seeking a Senior Customer Experience Partner to lead programs within our CX Operations team. You will translate CX strategy into execution across a global BPO network, ensuring our teams consistently exceed customer and business expectations.

In this remote-first role for US-based employees, you will drive daily operational discipline, diagnose issues, and collaborate with data analysts to adjust performance 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 with external vendor supervisors, team leads, and program managers.
• Proven fluency in contact center metrics including SLAs, AHT, occupancy, CSAT, and shrinkage data.
• Demonstrated track record of executing operational change management across tools, workflows, and procedures.
• Hands-on proficiency with modern CX tooling and workforce concepts (CRM platforms like Zendesk, Intercom; permissioning workflows; ticketing systems).
• Strong vendor management and relationship-building capabilities.
• Agile, data-driven problem-solving skills with quick decisions during intraday dips.
• Experience in fintech or fast-paced technology environments preferred.
• Clear alignment with Zip’s core values.

Responsibilities

• Lead Day-to-Day BPO Execution across 4 global partner locations to ensure seamless daily service delivery, governance rhythms, escalation paths, and improvement priorities.
• Drive Real-Time Performance Optimization by monitoring SLA, AHT, Occupancy, and Shrinkage, identifying root causes, and applying immediate floor-level adjustments.
• Enforce Vendor Accountability by reviewing performance with BPO supervisors and program managers and leading remediation plans when needed.
• Develop and maintain Partner Improvement Plans across service quality, productivity, staffing, process adherence, and customer outcomes with milestones.
• Lead Change Management by recommending strategy and executing floor-level process/tool updates to drive adoption and compliance.
• Champion Automation by identifying opportunities where automation and AI improve processes and productivity.
• Oversee Agent Access & Systems, including permissioning and onboarding across multi-site workforce.
• Standardize Operational Discipline by enforcing SOPs and servicing standards across all BPO locations.
• Bridge Strategy and Floor Execution as the feedback loop between frontline operations and CX leadership to refine workflows.
• Partner with CX leadership on Capacity planning and service-level tradeoffs.

Skills

CX Operations

BPO management

Contact center metrics analysis

Change management

Agile problem solving

Vendor management

Tools

Zendesk

Intercom

CRM platforms

Job description

Zip Co Limited is seeking a Senior Customer Experience Partner to lead programs within our CX Operations team. You will translate CX strategy into execution across a global BPO network, ensuring our teams consistently exceed customer and business expectations.

In this remote-first role for US-based employees, you will drive daily operational discipline, diagnose issues, and collaborate with data analysts to adjust performance on the floor.