Related skills
sql zendesk wfm crm systems assembled📋 Description
- Lead global human agent ops (benchmark + BPO) for retention and risk.
- Define pod-based ops: KPI structures, thresholds, and escalation models.
- Ensure consistent quality, service delivery, and efficiency across teams.
- Senior Mountain View leader for the Care Ops benchmark pod.
- Design and govern pod-based methodology and playbooks.
- Drive operational steadiness and risk governance.
🎯 Requirements
- 7+ years leading B2C care in 24x7 high-volume ops.
- Experience overseeing global in-house and BPO teams.
- Strong background in chat-first and multi-channel support.
- Proven ability to drive retention, margin, and risk reduction.
- Familiar with CX tooling (Zendesk, WFM, QA, CRM).
- Strong data fluency; partner with Product & Engineering; SQL preferred.
🎁 Benefits
- Equity participation + benefits
- Office-based in Mountain View with leadership exposure
- Shape global care operations across internal and partner teams
- Work with CX tooling ecosystems (Zendesk, CRM, AI workflows)
- Collaborative, cross-functional environment
- International travel to align BPO partner sites
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