CX Systems Operations Manager - Melio

Другое

• At Melio, we’re here to supercharge small businesses. By making business payments more efficient every day, connecting them with powerful technology, and empowering a community behind them, their potential is limitless. We don't just solve issues; we consider ourselves Brand Builders who help small businesses thrive by maximizing the value they get from Melio.
• As our Systems Manager , you will be the driving force behind the technology that powers our customer experience. You will transform how our CX Operations and Support teams scale by leading mission-critical initiatives from initial discovery to final rollout.
• You will make a direct impact by serving as our internal Zendesk Subject Matter Expert , architecting seamless system solutions, and guiding cross-functional teams through successful change. If you thrive in a fast-paced environment and want to build the operational backbone that directly elevates customer and team satisfaction, this is the role for you.
• Serve as the primary system administrator for Zendesk, partnering with stakeholders across the organization to gather, prioritize, and execute business requirements.
• Handle all administrative functions, including user account maintenance, dashboards, reports, workflows, automations, and routine configuration tasks.
• Act as PM for projects and Initiatives undertaken by the CX Operations and System’s associates in addition to the future Zendesk Administrator.
• Providing/improving structure for the CX Operations and System’s department (workflows, escalation pathways, facilitation guidelines, best practices, etc)
• Present to External Partnership and internal Melio CX teams on how the relevant changes will impact them (i.e. what views do ticket feeds to, what are Help Center URLs).
• Act as a liaison between all teams using Zendesk, ensuring alignment, efficiency, and adoption of best practices
• Aligning various stakeholders with goals of the CX Operations and Systems team & Melio as a company.
• Engaging with appropriate internal stakeholders during appropriate points in project pipelines as the relevant Zendesk subject matter expert.
• Clearly communicate the “why” behind decisions impacting implementation of workflows or processes for all stakeholder groups.
• Develop seniors and associates within their role and help provide for career growth.
• Provide series of checks and balances for implementations / system workflow updates
• Serve as a decisive leader who drives clarity and aligns cross-functional priorities when challenges or conflicting demands arise.
• Maintain strict adherence to protocols for data hygiene, ensuring high-quality, reliable business insights.
• Master the End-to-End CX Journey: Deeply understand the end-to-end customer journey to ensure tech implementations drive positive, measurable outcomes for both internal teams and external customers.
• Translate Technical Complexity into Clear Strategy: Communicate accurate technical estimates, diagnostics, business risks, and solutions simply and persuasively to diverse stakeholders—from technical peers to executive leadership.
• Architect Scalable, Low-Friction Solutions: Deliver complex technical projects that are thoroughly tested, fully maintainable, and built for long-term operational supportability.
• Develop High-Performing Talent: Establish transparent career paths and actionable growth plans that empower individual contributors to advance their skills and careers.
• Drive Accountability Through Data: Design, implement, and track key performance indicators (KPIs) to measure and report on the tangible business impact of team deliverables.
• Strong data management abilities, with the demonstrated ability to understand and articulate complex requirements.
• Process design skills, with the ability to implement new processes and facilitate user adoption.
• Collaborative mindset, acting as a team player with a history of successfully driving projects to completion.
• Strong analytical, problem solving, and troubleshooting skills
• Excellent verbal, written, organizational, and time management skills
• Ability to take complex technical information and deliver to audiences of varying skills and background
• Business acumen, particularly regarding the needs of a Customer Experience organization.
• 3+ Years of experience managing a technical team of 3 or more people
• 3+ years of experience working in a systems role (bonus: customer service specific)
• Zendesk Admin certification is required
• Knowledge and experience working with CSS / HTML / WebHooks / API usage in the context of Zendesk and related systems
• Knowledge and experience working with Postman, Tableau, Zendesk Explore, and Omnichannel routing configuration