Note: The job is a remote job and is open to candidates in USA. Zip is a digital financial services company offering point-of-sale credit and digital payment services. The Senior Customer Experience Partner will lead CX operations programs across a global, multi-site BPO network, driving daily operational discipline, performance optimization, vendor accountability, change management, automation, and workforce planning.
Responsibilities
- Lead Day-to-Day BPO Execution: Serve as the primary operational point of contact for BPO floor leadership and supervisors across 4 global partner locations to ensure seamless daily service delivery, governance rhythms, escalation paths, and improvement priorities
- Drive Real-Time Performance Optimization: Partner closely with CX Data Analysts to monitor real-time and historical performance metrics (SLA, AHT, Occupancy, Shrinkage), identify root causes, and execute immediate floor-level corrective and preventative adjustments
- Enforce Vendor Accountability: Manage relationship health and operational accountability with BPO floor supervisors and program managers to review performance against contractual and operating expectations, and leading remediation plans where needed
- Vendor Improvement Planning: Develop and maintain partner improvement plans across service quality, productivity, staffing effectiveness, process adherence, and customer outcomes, with clear milestones and accountability
- Lead Change Management: Make recommendations to leadership to develop the strategy and execute on the floor-level implementation of new processes, tool enhancements, and policy updates, driving agent adoption and compliance
- Champion Automation: Identify and lead opportunities where automation and AI can lead to streamlined processes for customers and agents, as well as improved productivity
- Eliminate Operational Bottlenecks: Investigate interval-level variance patterns and operational friction points across contact centers, translating findings into immediate feedback and corrective actions
- Manage Agent Access & Systems: Oversee user profile permissioning, onboarding setup, and platform access management across our extended multi-site BPO workforce
- Standardize Operational Discipline: Ensure consistent execution of standard operating procedures (SOPs) and servicing standards across all BPO locations
- Bridge Strategy and Floor Execution: Act as the operational feedback loop between frontline BPO floor operations and internal CX leadership to continuously refine customer support workflows based on performance, customer outcomes, or business requirements
- Workforce Planning: Partner with CX leadership on capacity, staffing, and service-level tradeoffs
Skills
- * Demonstrates strong operational rigor with a data-driven approach to execution, holding teams accountable to performance standards while adapting tactically to shifting priorities and business needs
- * Experienced in CX operations and BPO partner management, with hands-on expertise in contact center analytics including SLA, AHT, and occupancy metrics, and a proven track record of driving successful change execution
- * Remote-first opportunity for US-based employees with the option to work in-person out of our Manhattan office
- * **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**, working closely with external vendor supervisors, team leads, and program managers
- * **Proven technical fluency in contact center metrics**, including deep experience analyzing and acting upon SLAs, AHT, agent occupancy, CSAT, and shrinkage data
- * **Demonstrated track record of executing operational change management**, successfully rolling out new tools, workflows, and procedures to large frontline agent populations
- * **Hands-on proficiency with modern CX tooling and workforce concepts**, including CRM platforms (Zendesk, Intercom), permissioning workflows, and ticketing systems
- * **Strong vendor management and relationship-building capabilities**, with the ability to hold external leadership accountable while fostering collaborative partnerships
- * **Agile, data-driven problem-solving skills**, with the ability to make fast, informed decisions during real-time intraday operational dips
- * **Clear alignment with Zip's core values**
- * **Experience in fintech or fast-paced technology environments** preferred
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, with several 100% Zip-covered choices available
Company Overview