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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in managing Customer Experience technology roadmaps and stacks, with a strong focus on evaluating and implementing tools like Zendesk and Zapier. Proven ability to lead teams, develop AI-powered workflows, and enhance processes for improved efficiency.
Highest-signal resume keywords
Customer Experience Technology ManagementTeam LeadershipAI-Powered Workflow DevelopmentZendesk ProficiencyTool Evaluation and Consolidation
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Technology Roadmap DevelopmentAutomation ImplementationAI Application in WorkflowsCX Tool EvaluationProcess Improvement
Soft Skills
Independent Decision-MakingCoaching and MentoringCross-Functional Collaboration
Tools & Technologies
ZendeskZapierSproutKodif
Industry Keywords
Customer ExperienceAutomationAI ToolsTechnology Stack Management
About the role
Key responsibilities & impact- Own the Customer Experience technology roadmap
- Manage the CX technology stack, including Zendesk, Zapier, Sprout, and other tools
- Decide which tools to retain, replace, consolidate, or remove
- Lead the development of automations and AI-powered workflows
- Reduce manual work for the Customer Experience team
- Partner with IT and Digital Product to implement new tools effectively
- Lead and develop one direct report
- Review and improve CX technology processes as the company scales
- Evaluate tool overlap and recommend consolidation
- Collaborate with Analytics & Insights to redesign Zendesk issue-type taxonomy
- Develop a 12-month roadmap for automation and AI experiments
- Assess vendor renewals and propose cost-effective alternatives
- Coach a direct report through cross-functional challenges with IT
Requirements
What you’ll need- Prior experience leading a team
- Ability to make independent recommendations and decisions with supporting reasoning
- Strong understanding of technology without necessarily writing code
- Ability to evaluate CX tools, compare alternatives, and select appropriate technology
- Hands-on experience with Zendesk, Sprout, Zapier, Kodif, or similar CX platforms is beneficial
- Comfortable and confident using AI tools day to day
- Ability to apply AI practically to automations and customer-facing workflows
- Commitment to purpose-led, socially and environmentally impactful work
Benefits
Comp & perks- Competitive, market informed salaries
- Meaningful support towards healthcare for the team around the world
- Generous paid leave
- Tailored learning and development opportunities
- Free toilet paper
- Work at a certified B Corp with strong social and environmental impact standards