Director, Customer Experience Operations

• Define and deliver on an efficient, scalable operation that provides a high quality customer experience across all servicing channels
• Work with stakeholders across the organization to ensure we are driving the customer first mindset
• Partner with Fraud Ops and Tech Ops teams to ensure we have the best
• Remote-first opportunity for US-based employees with the option to work in-person out of our Manhattan office 

We’re looking for a Director to lead our Customer Experience Operations function. In this role, you’ll be designing and executing our customer operations strategy ensuring we are set up for efficient and scalable operations that provide an exceptional customer experience. This is an ideal opportunity for a strategic, systems-thinking operator with deep CX experience, a bias for action, and a passion for shaping high-quality service delivery through innovation.

The Customer Experience team at Zip is dedicated to ensuring that every customer receives the highest quality service. Our goal is to resolve inquiries quickly and efficiently, using the customer's preferred communication channel. This team is responsible to ensure we have the agents, processes, training and monitoring to deliver the highest quality of experience. The team is also responsible to ensure our voice of the customer program is creating a customer centric mindset across Zip. The team works closely with our CX tech operations team to ensure we are leveraging our tech stack most optimally and efficiently and we are adapting to the changing environment with an AI first servicing approach. 

• Own the end-to-end performance of customer support operations across all channels, accountable for service levels, quality, cost, and customer outcomes.
• Lead the evolution toward modern, AI-enabled servicing models that meet changing customer expectations and business needs.
• Drive the shift from reactive support to proactive servicing by anticipating customer needs and reducing friction across the customer lifecycle.
• Own workforce planning and capacity strategy through the WFM function, ensuring staffing models support CSAT, experience quality, and operational efficiency.
• Lead CX change management across products, features, AI capabilities, policies, and processes, ensuring frontline readiness and sustained adoption.
• Own the training and enablement strategy through the Training function, ensuring programs evolve with product changes, customer pain points, and experience gaps.

• Own CSAT as a primary CX outcome, setting strategy, targets, and accountability across the organization.
• Establish a customer-first operating model that balances speed, quality, empathy, and resolution.
• Ensure customer experience outcomes are embedded into agent goals, quality frameworks, coaching models, and performance management.
• Hold Quality and Training leaders accountable for delivering consistent, high-quality, empathetic customer experiences.

Voice of the Customer & Experience Insights

• Provide direction for the Voice of the Customer strategy, ensuring customer insights are consistently surfaced, synthesized, and acted upon across the organization.
• Translate customer feedback into strategic experience themes, identifying systemic pain points, emerging risks, and opportunities to improve trust, satisfaction, and loyalty.
• Use customer insights to influence CX priorities, proactive servicing strategies, and cross-functional roadmaps, particularly with Product, CX Technology, and Fraud teams.
• Regularly communicate customer experience insights, wins, and risks to senior leadership, framing recommendations in terms of customer impact, operational tradeoffs, and business outcomes.
• Ensure strong closed-loop mechanisms are in place so customer feedback leads to visible action and measurable improvement.

Compliance, Risk & Cross-Functional Partnership

• Ensure customer interactions and operational processes meet regulatory and compliance standards without compromising customer experience.
• Partner closely with CX Technology Operations and Fraud Operations leaders to deliver compliant, seamless, and customer-centric outcomes.
• Navigate tradeoffs between risk mitigation and customer experience, particularly in high-friction or sensitive customer moments.

Leadership & Culture

• Lead and develop CX leaders across Workforce Management, Training, Operations, Quality, and Insights.
• Build a culture where customer experience, CSAT, and operational excellence are shared responsibilities.
• Represent the voice of the customer and CX performance in leadership forums, advocating for improvements that drive long-term value.

• 10+ years of experience leading Customer Experience or Customer Support operations in a high-growth, regulated environment.
• Bachelor’s degree or equivalent experience
• Proven ownership of CSAT, quality, workforce planning, training, and large-scale CX operations.
• Must have experience working with a BPO to manage CX operations
• Demonstrated success improving customer satisfaction through operational excellence, proactive servicing, and AI adoption.
• Strong ability to translate customer feedback into measurable experience improvements.
• Experience partnering cross-functionally with technology, fraud, risk, and product teams.
• Strong people leadership and change management experience.
• Nice to have experience with Kustomer

Zip is a place where you’ll get out what you put in. The newness of our sector means we need to move at pace and embrace change, and our promise to you when you join the team is that you’ll feel empowered and trusted to make big things happen quickly. 

We want you to feel welcome and as though you have the support to be yourself, and care for yourself at work. Because it’s important to us that you make the most of the opportunities you’ll get to grow your skills and your career, and be surrounded by smart, friendly people and leaders that have your back.

We think these are just some of the best things about being a Zipster. We will also offer you:

• 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

The annual base Pay Range for this position is $140,000 - $175,000 USD. This range reflects our US national compensation (USN). Additional premium percentages may apply based on our tiered premium strategy. Subject to those same considerations, the total compensation package for this position may also include other elements, including a bonus and/or equity awards, in addition to a full range of medical, financial, and/or other benefits. If hired, employees will be in an 'at-will position' and the Company reserves the right to modify base salary (as well as any other discretionary payment or compensation or benefit program) at any time, including for reasons related to individual performance, Company or individual department/team performance, and market factors. 

Be a part of a team that reflects the diversity of our customers

We pride ourselves on being a workplace that provides equal opportunities to people of all ages, cultural backgrounds, sexual orientations, gender identities, abilities, veteran status, and everything else that makes you unique.

Equally, we’re committed to ensuring our recruitment processes are accessible and inclusive. Please let us know If there are any adjustments that need to be made to ensure you have a fair and equitable experience.

And finally…get to know us

Zip Co Limited (ASX: ZIP) is a digital financial services company, offering innovative, people-centered products.

Operating in two core markets - Australia and New Zealand (ANZ) and the US, Zip offers access to point-of-sale credit and digital payment services, connecting millions of customers with its global network of tens of thousands of merchants. We’re proud to be a values-led business and our values - Customer First, Own it, Stronger Together and Change the Game - guide us in everything we do. I acknowledge by clicking "Submit Application", that the information provided is true and correct. I also understand that any willful dishonesty may render for refusal of this application or immediate termination of employment. By providing your information, you acknowledge that you have read our Zip Applicant and Candidate Privacy Notice and authorize Zip to process your data subject to those terms. Zip participates in the federal government’s E-Verify program. "#LI-Remote"

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