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Melio is seeking a CX Systems Operations Manager to lead the technology infrastructure powering customer experience and support operations. In this role, you will serve as the primary Zendesk administrator and systems architect, responsible for transforming how CX Operations and Support teams scale through mission-critical initiatives.
You will manage all Zendesk administrative functions including user account maintenance, dashboards, reports, workflows, automations, and configuration. Acting as both a technical subject matter expert and internal product manager, you will gather business requirements from stakeholders across the organization, prioritize initiatives, and execute complex system solutions from discovery through rollout.
Key responsibilities include architecting scalable, low-friction technical solutions; establishing governance and quality controls for system implementations; serving as a liaison between all teams using Zendesk to ensure alignment and adoption of best practices; and developing the operational backbone of the CX department through improved workflows, escalation pathways, and best practices documentation.
You will also manage and develop a team of CX Operations and Systems associates, providing career growth opportunities and transparent advancement paths. This includes translating technical complexity into clear strategy for diverse stakeholders—from technical peers to executive leadership—and driving accountability through data-driven KPIs that measure business impact.
The ideal candidate brings 3+ years managing technical teams of 3+ people, 3+ years in systems roles (preferably customer service-focused), and Zendesk Admin certification. You should have strong data management abilities, process design skills, and experience with CSS/HTML, WebHooks, APIs, Postman, Tableau, Zendesk Explore, and Omnichannel routing. Excellent communication, analytical problem-solving, and business acumen regarding CX operations are essential.
