CX Operations Manager, Tooling

About This Opportunity

We are representing a confidential global HR technology organization in their search for a CX Operations Manager, Tooling based in Europe. Our client serves businesses worldwide with employment and workforce management solutions, and they need an experienced platform specialist to own and optimize the systems their customer experience teams depend on daily.

This is a hands-on role with genuine scope and autonomy. You'll be responsible for Zendesk, Vitally, and the integrations connecting them across the tech stack—configuring, automating, and maintaining the platforms that support and customer success teams use every day. You'll see projects through from scoping to production, with ongoing ownership of reliability and improvement as requirements evolve.

Responsibilities

Platform administration and reliability:

• Administer Zendesk, Vitally, and related CX tools including configuration, access control, and operational health monitoring
• Own intake, triage, and delivery for platform requests from internal stakeholders
• Maintain clear, accessible documentation for all configurations, automations, and integrations

Workflow, automation, and AI-enabled tooling:

• Design and maintain triggers, automations, and data flows that reduce manual handling across CX systems
• Build and manage integrations using APIs, webhooks, and low-code tools where appropriate
• Identify automation opportunities from ticket data, workflow friction, and team feedback; implement practical improvements
• Support AI-enabled workflows such as agent assist, routing helpers, and intake automation—configure, test, document, and iterate with proper change control
• Follow disciplined change management: test before production, communicate impact, document intent and ownership

Continuous improvement:

• Use operational data and platform metrics to prioritize work and measure outcomes
• Identify and address fragile configurations, process gaps, and technical debt systematically
• Support rollout of new channels, integrations, and workflow changes as CX needs grow

Cross-functional partnership:

• Collaborate with support, success, and operations teams to understand workflow needs and validate solutions
• Partner with enablement on training and adoption when tooling changes affect frontline users
• Work with product, engineering, and data teams on integrations and escalations beyond platform configuration

What We're Looking For

Essential experience and skills:

• Strong ownership mindset and autonomy—you identify what needs doing, set direction, and deliver without heavy oversight
• Hands-on Zendesk experience in production support environments: triggers, automations, views, groups, routing, macros, and API troubleshooting
• Platform operations background in CX or customer success—you understand how support and CSM teams work, not just admin interfaces
• End-to-end delivery capability: scoping, stakeholder alignment, safe rollout, and steady-state ownership post-launch
• Documentation as standard practice—accurate, accessible docs are part of "done," not an afterthought
• Sound judgment on when configuration or automation is the right solution versus when a different approach is needed
• Automation experience in CX using low/no-code tools (Zapier, platform-native automations, or similar) with workflows that hold up in production
• Practical familiarity with AI in support and success operations: agent assist, workflow automation, triage/routing helpers, or knowledge-backed tools (no ML engineering required, but comfort working with AI-enabled workflows and understanding where they add value)
• Comfort with APIs, webhooks, and integration patterns; ability to partner effectively with engineering on complex problems
• Deep expertise in Zendesk or comparable support platform; Vitally or similar Customer Success platform experience is a strong plus
• Clear written and spoken English; Get A Job.ai-first work experience is advantageous

How We Work With You

When you apply through Get A Job.ai, our talent team will review your profile and arrange an initial screening call if there's a potential match. We'll discuss your platform operations background, technical skills, and career goals. If we both see a fit, we'll submit your profile to our client for consideration and guide you through their interview process, which typically includes conversations with the hiring manager, VP-level leadership, team members, and a final assessment interview.

Please apply exclusively through Get A Job.ai—do not contact the client organization directly, as this is a confidential search and direct contact may disqualify your application.

Pay

Pay details for this position have not been disclosed for this role at this time. Compensation structure and range will be discussed during the interview process.

Get A Job.ai is an equal opportunity recruiter. We welcome applications from candidates of all backgrounds, experiences, and identities. If you require any accommodations during the application or interview process, please let our team know.