At Zip, our Customer Experience Strategy team is at the forefront of crafting memorable customer interactions that resonate. We believe in combining cutting-edge technology with genuine human insight, and we’re inviting a strategic leader to help guide this mission.

Requirements

Over a decade of experience in steering Customer Experience operations, particularly in environments subject to regulation.
Proven track record in managing CSAT, workforce strategies, and large-scale support operations.
Hands-on experience working with BPOs and cross-functional teams across technology and fraud domains.
Strong analytical skills to translate customer feedback into actionable insights.
Leadership experience across multiple teams, including Training, Quality, and Operations.

Benefits

Flexible work arrangements with options for in-person collaboration in our Manhattan office.
Unlimited paid time off to ensure you maintain a healthy work-life balance.
Comprehensive health benefits for you and your dependents, with a variety of options fully covered by Zip.
401k matching program to help you plan for your future.
Stipend for learning and wellness initiatives to support your personal and professional growth.

You’ll Be a Great Fit If...

You approach challenges with a sense of curiosity and a commitment to uncovering the underlying issues. You’re not just a leader; you’re a mentor who fosters a culture of shared responsibility for customer satisfaction. You prioritize proactive solutions over reactive measures, always seeking to anticipate customer needs before they arise. Collaboration is key for you, as you understand that real innovation comes from diverse perspectives and teamwork. If you're excited to shape a customer-centric culture that influences every level of the organization, we want to hear from you.

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Head of Customer Experience Strategy