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Senior Manager, Customer Experience Operations

New York

accessiBe is the market leader in web accessibility that makes websites accessible to people with disabilities. accessiBe is more than a workplace, it’s a passion. Each day you’re surrounded by people who share the same goal and values, who work endlessly to break down accessibility barriers. We care about all people, regardless of their ability. We hire people that are determined to succeed and who are not afraid of rapid change. Our core values showcase who we are and we strive to focus on excellence and sincerity. 

About the Role

We’re looking for a detail-oriented and analytical Sr. Manager, CX Operations team member to support and optimize our customer experience infrastructure. In this role, you’ll be responsible for maintaining and improving CX tools, workflows, and reporting ensuring our Account Management and Support teams operate efficiently and our Customers receive a seamless experience. You will work closely with the CX team and RevOps to ensure internal alignment and improve process efficiencies for the CX team.

Key Responsibilities

  • Own and optimize Zendesk configuration, including routing rules, automations, triggers, SLAs, and macros
  • Build, maintain, and analyze Zendesk reports and dashboards to track performance, trends, and operational KPIs
  • Partner with leadership to translate business needs into scalable operational solutions
  • Manage and improve case routing and queue logic to ensure timely and accurate ticket handling
  • Support Salesforce-Zendesk-JIRA integrations, data accuracy, and cross-system workflows
  • Identify operational gaps and recommend process improvements based on data insights
  • Collaborate cross-functionally with CX, Product, Engineering, and RevOps teams
  • Document workflows, configurations, and best practices
  • Proactively learn and support new tools, systems, and technologies as the CX tech stack evolves 

Requirements

  • 3+ years of experience in a CX Operations, Support Operations, or similar role
  • Strong hands-on experience with Zendesk, including reporting and routing configuration
  • Working knowledge of Salesforce, preferably in a support, service, sales context
  • Experience analyzing CX metrics (e.g., CSAT, FCR, SLA, backlog, handle time)
  • Strong analytical skills with the ability to turn data into actionable insights
  • Excellent organizational and documentation skills
  • Strong written and verbal communication skills.
  • Comfortable working in a fast-paced, evolving environment
  • Willingness and ability to learn new systems and tools

 

Why You’ll Love Working Here

  • Scale & Leverage: In this role, your impact is exponential
  • The Vibe: We work hard, but we don't take ourselves too seriously. Expect a collaborative culture, open doors, and a team that actually likes each other.
  • The Perks: Competitive Salary, Comprehensive Health Benefits, Generous PTO.
  • Salary Expectations: $120,000 - $140,000 base salary

Equal opportunities

At accessiBe, we prioritize diversity. We celebrate difference and embed it into every aspect of our workplace and product, as well as our community. accessiBe is proud and committed to providing equal opportunity employment to all individuals regardless of disability, race, color, religion, sex, sexual orientation, citizenship, national origin, veteran status, pregnancy or any other characteristic protected by law. In addition, accessiBe will provide accommodation to individuals with disabilities or a special need.

Please don't hesitate to share your needs when applying so that we can provide the necessary accommodations for an accessible and inclusive recruitment process.

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