Manager, Customer Care Technology & Automation

Go Fund Me
San Diego
Workplace: OnsiteFull timeUSD 128,500 - 192,500 annuallyFunction: Program & Project Management (PMO)Experience: 5+ yearsSkills: ["Communication","Vendor management","Stakeholder influence","Analytical skills","Organizational change management"]

Own the technology ecosystem powering Customer Care, setting the roadmap and optimizing systems like Zendesk, Ada, and Sierra. Lead AI strategy for customer support, including chatbot performance, LLM evaluation, and governance for quality and compliance. Drive automation and efficiency through workflow and routing improvements, while defining key technology performance metrics and building executive dashboards. Partner across Product, Engineering, Data, Security, and vendors to deliver integrations, reliability, and scalable support operations.

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FursaFursa
Go Fund Me
Go Fund Me
1 month ago

Manager, Customer Care Technology & Automation

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Last checked: 5 hours agoStatus: Live

Job Summary

Own the technology ecosystem powering Customer Care, setting the roadmap and optimizing systems like Zendesk, Ada, and Sierra. Lead AI strategy for customer support, including chatbot performance, LLM evaluation, and governance for quality and compliance. Drive automation and efficiency through workflow and routing improvements, while defining key technology performance metrics and building executive dashboards. Partner across Product, Engineering, Data, Security, and vendors to deliver integrations, reliability, and scalable support operations.
Location: San Diego
Workplace: Onsite
Employment Type: Full time
Job Function: Program & Project Management (PMO)
Seniority: Manager level

Key Responsibilities

  • •Own Zendesk, Ada, Sierra, and other Customer Care technologies; serve as the primary systems owner.
  • •Define and execute the Customer Care technology roadmap, aligned to business objectives.
  • •Lead AI deployment across customer support channels and establish governance for AI quality, accuracy, compliance, and customer experience.
  • •Optimize support operations in Zendesk (workflows, automations, triggers, macros, routing, SLAs, permissions) and improve agent productivity.
  • •Drive automation and operational efficiency by identifying automatable workflows, building business cases, and measuring adoption using defined KPIs and dashboards.

Pay and Benefits

Salary: USD 128,500 - 192,500 annually
Equity and Bonus:Equity
Perks:Health InsuranceDentalVisionLife Insurance401kParental LeaveHybrid Work

Key Requirements

  • •5+ years managing Customer Care technology, Customer Experience platforms, Support Operations, or Business Systems, ideally including time leading a front line Care team.
  • •Deep expertise administering Zendesk in a large-scale customer support environment.
  • •Experience implementing and optimizing AI-powered customer support platforms (e.g., Ada, Sierra, Intercom Fin, Salesforce Agentforce).
  • •Experience designing support workflows, automation, routing logic, and self-service experiences.
  • •Strong understanding of LLMs and conversational AI, including prompt design and AI operations; plus experience integrating platforms via APIs and automation tools.
Experience:5+ yearsCustomer supportCustomer experienceSaaSMarketplaceFintechEcommerce
Skills:CommunicationVendor managementStakeholder influenceAnalytical skillsOrganizational change management
Languages:English
Tech Stack:ZendeskAdaSierraAICustomer support platformsChatbotsLLMsConversational AIPrompt designAI operationsAPIsAutomation toolsSQLBI toolsDashboard developmentIntercom FinSalesforce AgentforceSegmentSnowflakeLooker

Company Brief

Go Fund Me
Operates an online crowdfunding platform that enables individuals and organizations to raise money for personal causes, medical expenses, charities, and community projects through donations from the public.
Industry: Online Marketplaces
Company Size: Large (251 to 1,000 employees)
Growth: Established Company
Headquarters: San Diego, United States
Founded: 2010
WebsiteLinkedIn