Senior CX Operations Leader - Global BPO & Real-Time Impact

Zip Co; New York (NY); On-site; USD 91,000 - 114,000; Full time

Benefits offered by this job

Unlimited PTO

401k match

Generous parental leave

Flexible working culture

Healthcare coverage

Job summary

Zip Co is seeking a Senior Customer Experience Partner to lead critical CX programs across a global, multi-site BPO network in the US.

You will translate CX strategy into on-the-floor execution, drive real-time performance improvements, enforce vendor accountability, develop improvement plans, and lead change management.

You will champion automation, oversee onboarding and access, standardize SOPs, and partner with leadership on capacity planning to deliver outstanding customer outcomes.

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 and vendor relationships.
• Proven fluency with CX tooling and metrics (SLA, AHT, Occupancy, CSAT, Shrinkage).
• Track record of executing operational change management and deploying new tools/workflows at scale.
• Proficiency with modern CX tooling (Zendesk, Intercom) and access control/ticketing processes.

Responsibilities

• Lead Day-to-Day BPO Execution across 4 global partner locations, ensuring service delivery and governance.
• Drive real-time performance optimization with CX data analysts, implementing corrective actions.
• Enforce vendor accountability and manage remediation plans with supervisors and program managers.
• Develop and maintain partner improvement plans focused on service quality and productivity.
• Lead change management to implement new processes, tools, and policy updates.

Skills

CX Ops

Vendor management

Cross-site leadership

Data analytics

Change management

Agile methodologies

Customer focus

Tools

Zendesk

Intercom

CRM platforms

Ticketing systems

Job description

Zip Co is seeking a Senior Customer Experience Partner to lead critical CX programs across a global, multi-site BPO network in the US.

You will translate CX strategy into on-the-floor execution, drive real-time performance improvements, enforce vendor accountability, develop improvement plans, and lead change management.

You will champion automation, oversee onboarding and access, standardize SOPs, and partner with leadership on capacity planning to deliver outstanding customer outcomes.