CX Operations Manager

Platform administration and reliability: Administer Zendesk, Vitally, and related CX tools. Own intake, triage, and delivery for platform requests from internal teams. Maintain documentation for configurations, automations, and integrations. Workflow, automation, and AI-enabled tooling: Design and maintain triggers, automations, and data flows that reduce manual handling and keep work moving reliably through CX systems. Build and run integrations across the CX stack using APIs, webhooks, and low-code tools where that is the right tradeoff. Identify automation opportunities from ticket data, workflow friction, and team feedback; ship practical improvements, not automation for its own sake. Support AI-enabled workflows in CX: agent assist, routing or triage helpers, and intake automation. Follow change management practices: test before production, communicate impact, document intent and ownership. Continuous improvement: Use operational data and platform metrics to prioritize work and measure results. Cross-functional partnership: Work with support, success, and operations teams to understand workflow needs and validate solutions before they ship. Practicals: You’ll report to: Senior Manager, CX Operations. Location: Europe and the Americas preferred. Start date: As soon as possible.