Related skills
data analysis zendesk product launch operations voc📋 Description
- Act as liaison between CX/Ops and partners (Product, Eng, Fraud, Legal & Compliance, Investing).
- Own product launch readiness for CX/Ops; ensure teams, tools, and processes are ready on day one.
- Maintain a centralized PDE backlog with clear scope and impact.
- Build and run monthly VoC report across CX/Ops to highlight trends.
- Kick off workstreams on high-impact customer issues; track outcomes.
- Collaborate with Fraud/Risk and Legal/Compliance to balance CX and risk.
🎯 Requirements
- CX/Ops experience; understand queues, SLAs, SOPs, and tooling.
- Structured problem solving and prioritization.
- Analytical, data-driven; use Zendesk, CSAT/DSAT, QA, and metrics to size issues.
- Excellent communication; translate cross-functional info for varied audiences.
- Hands-on with ticketing/workflow tools (Zendesk).
- Experience in financial services/fintech or regulated environments.
🎁 Benefits
- Comprehensive benefits including medical, dental, vision, and life insurance.
- Flexible paid time off.
- 7 Employee Resource Groups.
- Dedicated professional development opportunities.
- Lunch from our in-house chef at NYC headquarters.
Meet JobCopilot: Your Personal AI Job Hunter
Automatically Apply to Operations Jobs. Just set your
preferences and Job Copilot will do the rest — finding, filtering, and applying while you focus on what matters.
Help us maintain the quality of jobs posted on Empllo!
Is this position not a remote job?
Let us know!