CX Strategy Manager

📋 Description

• Own chatbot and AI automation strategy (coverage, containment, escalation quality)
• Expand automation beyond chatbots to agent-assist/copilot systems and automated workflows
• Own CX tooling ecosystem (Zendesk, workflows, CSAT, integrations) and scale architecture
• Lead internal tool development to improve team efficiency and quality
• Define and own core CX metrics (CSAT, contact rate, deflection)
• Build dashboards and drive ROI-based decisions; analyze journeys affecting outcomes

🎯 Requirements

• 6–10 years experience in CX, Operations, Product Ops, Consulting, or similar roles
• 2+ years of experience in a direct people management role, with a proven track record of leading teams of 2 or more individuals
• Proven experience owning tooling, systems, or automation in a CX or operations environment
• Strong analytical foundation and experience using metrics to drive decisions
• Experience owning or influencing cost, efficiency, or volume-related metrics
• Experience leading complex, cross-functional initiatives

🎁 Benefits

• Experience with AI/chatbot platforms and automation systems
• Deep familiarity with CX tooling (Zendesk or similar)
• Experience in high-growth consumer companies
• Experience improving efficiency metrics (deflection, cost per contact, etc.)