Senior Manager, Customer Experience Technical Operations

Lead CX Technology Operations strategy, owning platform performance, vendor management, and system optimization across scalable support environments. Drive the evolution of an AI-first servicing model by designing, integrating, and scaling AI-powered tools across customer and agent experiences.

Requirements

• 8+ years of experience owning and operating CX tools and platforms
• Strong understanding of contact center operations
• Demonstrated experience optimizing CX systems to improve efficiency, scalability, and customer outcomes
• Proven ability to identify technology gaps, evaluate build vs. buy solutions, and drive implementation across cross-functional teams

Benefits

• Flexible working culture
• Incentive programs
• Unlimited PTO
• Generous paid parental leave
• Leading family support policies
• Company-sponsored 401k match
• Learning and wellness subscription stipend
• Beautiful Union Square office with a casual dress code
• Industry-leading, employer-sponsored insurance for you and your dependents