CX Systems Operations Manager

Xero

Zendesk Systems Manager scaling customer experience operations for Melio’s small-business payments platform. Leading system administration, cross-functional projects, governance, and team development.

Posted 8/10/2026full-timeRemote • 🇬🇧 United KingdomMid-LevelSeniorWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in Zendesk administration, project management, and data management to enhance customer experience operations. Capable of translating complex technical information and driving cross-functional collaboration to achieve measurable outcomes.

Highest-signal resume keywords

Zendesk AdministrationProject ManagementData ManagementProcess DesignTeam Leadership

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

CSSHTMLWebHooksAPI UsageData AnalysisKPI TrackingWorkflow DesignTroubleshootingUser Adoption FacilitationCustomer Experience Strategy

Soft Skills

Analytical SkillsProblem-SolvingCommunication SkillsOrganizational SkillsTime Management

Tools & Technologies

Zendesk ExplorePostmanTableauOmnichannel Routing Configuration

Certifications & Qualifications

Zendesk Admin Certification

Industry Keywords

Customer ExperienceCX OperationsStakeholder EngagementBusiness InsightsCross-Functional Collaboration

Tech Stack

Tools & technologies

Tableau

About the role

Key responsibilities & impact

Serve as the primary Zendesk system administrator and manage user accounts, dashboards, reports, workflows, automations, and configuration tasks
Gather, prioritize, and execute business requirements with stakeholders across the organization
Act as project manager for CX Operations and Systems projects and initiatives
Improve CX Operations and Systems structure, workflows, escalation pathways, facilitation guidelines, and best practices
Present relevant changes and their impact to external partners and internal Melio CX teams
Liaise between teams using Zendesk to ensure alignment, efficiency, and adoption of best practices
Engage internal stakeholders throughout project pipelines as the Zendesk subject matter expert
Communicate the rationale behind workflow and process implementation decisions
Develop senior and associate team members and support career growth
Provide checks and balances for implementations and system workflow updates
Drive clarity and align cross-functional priorities when challenges or conflicting demands arise
Maintain data-hygiene protocols and reliable business insights
Understand the end-to-end CX journey and deliver measurable customer and team outcomes
Translate technical estimates, diagnostics, risks, and solutions into clear strategy for varied audiences
Deliver tested, maintainable, scalable technical projects
Establish career paths and growth plans
Design, implement, track, and report KPIs measuring team-deliverable impact

Requirements

What you’ll need

Strong data management abilities and ability to articulate complex requirements
Process design skills and ability to facilitate user adoption
Experience driving projects to completion collaboratively
Strong analytical, problem-solving, and troubleshooting skills
Excellent verbal, written, organizational, and time-management skills
Ability to communicate complex technical information to audiences with varying skills and backgrounds
Business acumen, particularly regarding Customer Experience organizations
3+ years of experience managing a technical team of 3 or more people
3+ years of experience working in a systems role; customer-service experience is a bonus
Zendesk Admin certification is required
Knowledge and experience with CSS, HTML, WebHooks, and API usage in Zendesk and related systems
Knowledge and experience with Postman, Tableau, Zendesk Explore, and omnichannel routing configuration

Benefits

Comp & perks

Flexible working model, including fully remote, hybrid, or office options
Recruitment-process accommodations and adjustments
Background checks handled as part of employment offer