CX Systems Operations Manager - Melio

Xero
Manchester
Workplace: RemoteFull timeFunction: Business OperationsExperience: 3+ yearsSkills: ["Collaboration","Analytical thinking","Problem-solving","Troubleshooting","Communication"]

Lead the systems behind the CX organization by serving as the primary Zendesk system administrator and internal Zendesk subject matter expert. Own Zendesk administration and governance—dashboards, reports, workflows, automations, and user management—while partnering with stakeholders to discover needs, deliver initiatives from rollout to adoption, and maintain data hygiene and KPIs. Manage and develop a small technical team and translate technical complexity into clear strategy for CX leaders.

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FursaFursa
Xero
Xero
14 hours ago

CX Systems Operations Manager - Melio

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Source: Company careers pageValidated by: Fursa AI
Last checked: 10 hours agoStatus: Live

Job Summary

Lead the systems behind the CX organization by serving as the primary Zendesk system administrator and internal Zendesk subject matter expert. Own Zendesk administration and governance—dashboards, reports, workflows, automations, and user management—while partnering with stakeholders to discover needs, deliver initiatives from rollout to adoption, and maintain data hygiene and KPIs. Manage and develop a small technical team and translate technical complexity into clear strategy for CX leaders.
Location: Manchester
Workplace: Remote
Employment Type: Full time
Job Function: Business Operations
Seniority: Manager level

Key Responsibilities

  • •Serve as the primary Zendesk system administrator, gathering, prioritizing, and executing business requirements with stakeholders.
  • •Manage Zendesk administration including user account maintenance, dashboards, reports, workflows, automations, and routine configuration tasks.
  • •Act as PM for CX Operations and Systems initiatives, including owning the future Zendesk Administrator role.
  • •Develop CX Operations and Systems structure (workflows, escalation pathways, facilitation guidelines, best practices) and communicate impact to internal and external partners.
  • •Develop seniors and associates, provide checks and balances for system workflow updates, and maintain strict data hygiene for reliable insights.

Key Requirements

  • •Zendesk Admin certification is required.
  • •3+ years of experience managing a technical team of 3 or more people.
  • •3+ years of experience working in a systems role (bonus: customer service specific).
  • •Knowledge and experience working with CSS/HTML/WebHooks and API usage in the context of Zendesk and related systems.
  • •Knowledge and experience working with Postman, Tableau, Zendesk Explore, and Omnichannel routing configuration.
Experience:3+ yearsCustomer serviceSystems
Skills:CollaborationAnalytical thinkingProblem-solvingTroubleshootingCommunication
Certifications:Zendesk Admin
Tech Stack:ZendeskCSSHTMLWebHooksAPIPostmanTableauZendesk ExploreOmnichannel routing

Company Brief

Xero
Provides cloud-based accounting, payroll, and financial management software for small and medium-sized businesses, enabling invoicing, bank reconciliation, reporting, and integrations with third-party apps globally.
Industry: Enterprise Software
Company Size: Enterprise (1,001+ employees)
Revenue: USD 1B+
Growth: Public Company
Valuation: Public Company (Market Cap in USD)
Funding: IPO / Publicly Listed
Headquarters: Wellington, New Zealand
Founded: 2006
WebsiteLinkedIn