CX Systems Operations Manager - Melio

📋 Description

• Lead the technology powering our customer experience to help CX Ops and Support scale.
• Serve as Zendesk Subject Matter Expert; architect and implement system solutions.
• Act as PM for CX Ops projects and future Zendesk Admin initiatives.
• Improve CX Ops structure: workflows, escalation paths, best practices.
• Communicate changes to External Partnerships and Melio CX teams.

🎯 Requirements

• Zendesk admin responsibilities: user mgmt, dashboards, reports, workflows, automations.
• Project management and stakeholder alignment across Zendesk users.
• Strong data management, process design, and problem solving.
• Excellent communication, organizational, and time-management skills.
• 3+ years managing a technical team of 3+ people.
• 3+ years in a systems role; Zendesk Admin certification required.

🎁 Benefits

• Structured governance for CX Ops and systems; career growth and leadership opportunities.
• Data-driven decision making with KPIs to measure impact.