Senior Customer Experience Partner, Operations

The role

You will lead day-to-day execution for a Customer Experience Operations team across four global BPO partner locations. You will track contact center performance, drive floor-level improvements, and lead change management with partner teams.

What you will do

• Serve as the primary operational contact for BPO floor leadership and supervisors across 4 global partner locations
• Monitor real-time and historical performance metrics (SLA, AHT, occupancy, shrinkage) and identify root causes
• Execute floor-level corrective and preventative adjustments
• Manage vendor accountability and lead remediation plans where needed
• Develop and maintain partner improvement plans with clear milestones
• Recommend and execute new processes, tools, and policy updates on the floor
• Identify opportunities for automation and AI to streamline processes
• Investigate operational bottlenecks and translate findings into corrective actions
• Oversee agent user permissions, onboarding setup, and platform access
• Ensure consistent execution of standard operating procedures across BPO locations

Required qualifications

• 8+ years of hands-on experience in CX Operations, contact center leadership, or BPO management in a multi-site or global environment
• Direct experience managing BPO floor operations with external vendor supervisors, team leads, and program managers
• Technical fluency in contact center metrics, including SLAs, AHT, agent occupancy, CSAT, and shrinkage
• Track record of executing operational change management across large frontline agent populations
• Hands-on proficiency with CX tooling such as CRM platforms (Zendesk, Intercom), permissioning workflows, and ticketing systems
• Strong vendor management and relationship-building capabilities
• Agile, data-driven problem-solving skills for real-time intraday decisions
• Clear alignment with Zip's core values

Nice to have

• Experience in fintech or fast-paced technology environments

Benefits

• Flexible working culture
• Incentive programs
• Unlimited PTO
• Generous paid parental leave
• Family support policies
• Company-sponsored 401k match
• Learning and wellness subscription stipend
• Employer-sponsored insurance for you and your dependents, with several 100% Zip-covered choices
• Casual dress code at the Union Square office

Before you apply

• Visa sponsorship is not available for this position
• Zip participates in the federal government's E-Verify program

About the company

Zip Co Limited (ASX: ZIP) is a digital financial services company offering point-of-sale credit and digital payment services. It operates in Australia and New Zealand and the US.