USAManager, Customer Care Technology & Automation
1 мес. назад
USASeniorOnsite
zendeskadasierra
Lead technology ecosystem strategy and automation for Customer Care to enhance customer experience and operational efficiency.
Будет плюсом
- Experience with Ada, Sierra, Zendesk AI, or comparable conversational AI platforms.
- Experience with Salesforce, Segment, Snowflake, Looker, or similar analytics ecosystems.
- Familiarity with support quality programs and workforce management.
- Experience leading enterprise technology rollouts.
- Experience managing support technology in high-growth SaaS, marketplace, fintech, or ecommerce organizations.
- Understanding of Responsible AI principles and governance.
Другое
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- Join us! The Team is searching for a strategic, systems-oriented leader to own the technology ecosystem that powers our Customer Care organization.
- Reporting to Senior Director, Global Customer Care, this role is responsible for the strategy, administration, optimization, and evolution of our support technology stack—including Zendesk, Ada, Sierra, and future AI-enabled customer experience platforms. This role combines systems ownership, AI strategy, operational excellence, and cross-functional partnership to ensure our technology enables world-class customer experiences while improving team efficiency, scalability, and quality.
- You'll work closely with Customer Care, Product, Engineering, Data, Security, and vendors to deliver automation, optimize workflows, introduce AI capabilities, and build the future of customer support.
- Candidates considered for this role will be located in San Diego, CA.
- Serve as the primary owner for Zendesk, Ada, Sierra, and supporting Customer Care technologies.
- Define and execute the technology roadmap aligned to Customer Care strategy and company objectives.
- Evaluate emerging AI technologies and recommend opportunities to improve customer experience and operational efficiency.
- Partner with Engineering and Product on integrations, APIs, and platform enhancements.
- Own AI deployment across customer support channels.
- Optimize chatbot performance, AI containment, routing, and escalation experiences.
- Continuously evaluate LLM capabilities and identify opportunities for responsible adoption.
- Partner with vendors to influence product roadmaps and maximize platform capabilities.
- Establish governance around AI quality, accuracy, compliance, and customer experience.
- Own Zendesk administration including workflows, automations, triggers, macros, views, forms, routing, SLAs, and permissions.
- Improve agent workflows to reduce friction and increase productivity.
- Design scalable support processes that improve consistency and reduce manual effort.
- Ensure technology supports evolving operational needs across global support teams.
- Identify repetitive workflows suitable for automation.
- Build business cases for automation investments.
- Measure and improve automation adoption across customer journeys.
- Lead continuous improvement initiatives focused on reducing operational effort while maintaining high-quality customer experiences.
- Define technology performance metrics including:
- AI containment
- Deflection rate
- Time to resolution
- Cost per contact
- Agent productivity
- Automation utilization
- CSAT
- SLA adherence
- Build executive dashboards that provide visibility into technology effectiveness and operational health.
- Use data to identify opportunities for optimization and investment.
- Own relationships with Zendesk, Ada, Sierra, and other technology vendors.
- Lead vendor reviews, roadmap discussions, and contract optimization in partnership with Procurement.
- Coordinate cross-functional initiatives involving Customer Care, Product, Engineering, Security, Data, and Legal.
- Establish best practices for support technology configuration and change management.
- Maintain documentation, release processes, testing standards, and system governance.
- Ensure platform reliability, security, and compliance with company standards.
- 5+ years managing Customer Care technology, Customer Experience platforms, Support Operations, or Business Systems, ideally with time leading a front line Care team yourself
- Deep expertise administering Zendesk in a large-scale customer support environment.
- Experience implementing and optimizing AI-powered customer support platforms such as Ada, Sierra, Intercom Fin, Salesforce Agentforce, or similar technologies.
- Experience designing support workflows, automation, routing logic, and self-service experiences.
- Strong understanding of LLMs, conversational AI, prompt design, and AI operations.
- Experience integrating support platforms using APIs and automation tools.
- Strong analytical skills with SQL, BI tools, and dashboard development.
- Demonstrated success leading technology implementations and organizational change.
- Ability to translate business challenges into scalable technology solutions.
- Strong vendor management and stakeholder influence skills.
- Excellent communication skills with the ability to present technical concepts to business leaders.
- Comfortable operating in a fast-moving, ambiguous environment.
- Passion for leveraging AI to transform customer experiences.
- Within your first year, you will:
- Increase AI containment while maintaining or improving CSAT.
- Improve Customer Care productivity through workflow automation and process optimization.
- Deliver a clear multi-year roadmap for Customer Care technology.
- Reduce manual effort through intelligent automation and system improvements.
- Establish governance and best practices across Customer Care technology platforms.
- Build trusted partnerships across Customer Care, Product, Engineering, and vendors.
- Position as a leader in AI-enabled customer support.