Senior Customer Experience Partner, Operations

• Demonstrates strong operational rigor with a data-driven approach to execution, holding teams accountable to performance standards while adapting tactically to shifting priorities and business needs.
• Experienced in CX operations and BPO partner management, with hands-on expertise in contact center analytics including SLA, AHT, and occupancy metrics, and a proven track record of driving successful change execution.
• Remote-first opportunity for US-based employees with the option to work in-person out of our Manhattan office

Start your adventure with Zip

We are seeking a high-energy, results-driven Senior Customer Experience Partner to lead key programs within our Customer Experience Operations team. In this role, you will translate high-level CX strategy into execution across our global, multi-site BPO network, ensuring our teams consistently exceed customer and business expectations.

As a core member of the CX Operations team, you will drive daily operational discipline, interval-by-interval consistency, diagnose complex operational issues, lead cross-site improvement initiatives, and tactical change management across our external partner locations. Working closely with BPO leadership and internal