Senior Manager, CX Ops & AI Automation

Age of Learning; United States; Híbrido; USD 115.000 - 125.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Health benefits

401(k) matching

Paid time off

Holidays & sick days

Remote/hybrid options

Descripción de la vacante

Age of Learning is seeking a Senior Manager, Support Operations in the United States to lead CX platforms, optimize workflows, and scale AI-driven support initiatives. You will collaborate with cross-functional teams to design scalable processes and KPI dashboards that improve customer experience.

The role requires strong Zendesk administration, AI/chatbot experience, and a track record of implementing automation.

Formación

• 5+ years of Zendesk administration and CX systems experience.
• Strong knowledge of support automation tools (Ada, Ultimate, Zonka).
• Proven track record of AI and chatbot implementation.
• Deep understanding of support KPIs and reporting (CSAT, FRT, ticket deflection).
• Experience leading technical projects with cross-functional stakeholders.

Responsabilidades

• Own and optimize CX platforms (Zendesk, Ada, etc.), ensuring performance, reliability, and alignment with operational needs.
• Design and improve support workflows, automation, and ticketing logic to increase efficiency and customer satisfaction.
• Lead strategic automation and AI initiatives, including chatbot development and CRM integrations.
• Partner with Engineering, Product, Legal, and Marketing to implement scalable, compliant CX solutions.
• Build and manage dashboards to report on key performance indicators and identify opportunities for improvement.
• Audit data regularly to maintain accuracy and inform process decisions.
• Lead vendor relationships and system implementation efforts.
• Support training and onboarding by documenting system processes and updates.
• Champion change management and best practices in support operations.

Conocimientos

Zendesk

CX systems

Automation tools

AI chatbot

Cross-functional leadership

Herramientas

Ada

Ultimate

Zonka

Descripción del empleo

Age of Learning is seeking a Senior Manager, Support Operations in the United States to lead CX platforms, optimize workflows, and scale AI-driven support initiatives. You will collaborate with cross-functional teams to design scalable processes and KPI dashboards that improve customer experience.

The role requires strong Zendesk administration, AI/chatbot experience, and a track record of implementing automation.