Senior Manager, CX Systems

Job Summary

Seeking a dynamic and strategic Senior Manager, CX Systems to lead and optimize customer experience systems and IT operations in a full-time remote position, focusing on managing Zendesk and Snapcall while collaborating on GenAI innovations and supporting dental practice hardware.

Key responsibilities

• Own and optimize CX systems, ensuring robust configuration and workflow automation
• Drive innovation by collaborating with engineering to design and implement a GenAI-enabled intake chat application
• Partner on CX strategy and lead the technical roadmap for Zendesk as the primary Case Management and Knowledge Management application

Required qualifications

• 3+ years of leadership experience in CX Systems within a fast-paced, high-growth environment
• 5+ years of experience administering and optimizing Zendesk or similar customer support systems
• Proven experience collaborating with engineering teams on complex technical projects involving GenAI and automated messaging workflows
• Strong communication skills to translate technical architecture into strategic insights for stakeholders
• A hands-on problem-solver with the ability to adapt to changing business needs