Senior Manager, CX Technology Operations

Job Summary

A company is looking for a Senior Manager, Customer Experience Technical Operations.

Key Responsibilities

• Lead the CX Technology Operations strategy, focusing on platform performance and system optimization
• Drive the integration and scaling of AI-powered tools to enhance customer and agent experiences
• Oversee the CX technology ecosystem, including system configuration and workflow design to improve service efficiency

Required Qualifications

• 8+ years of experience with CX tools and platforms (e.g., CRM, AI/chat)
• Strong understanding of contact center operations and self-service strategies
• Experience in optimizing CX systems for efficiency and scalability
• Proven ability to evaluate technology solutions and implement them across teams
• Bachelor's degree in Business, Information Technology, or a related field (or equivalent experience)