CX Operations Manager, Tooling in Annan Water, Scotland at Jobgether

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a CX Operations Manager, Tooling based in United Kingdom.

As a CX Operations Manager, Tooling, you will own and improve the platforms that power customer experience operations across support and customer success.
You’ll work hands-on with tools such as Zendesk, Vitally, and their integrations, ensuring they remain reliable, scalable, and easy for teams to use.
The role combines platform administration, workflow automation, AI-enabled tooling, and continuous operational improvement.
You’ll take initiatives from initial scoping through implementation, testing, rollout, documentation, and ongoing ownership.
Your work will directly reduce manual effort, improve workflows, and help customer-facing teams operate more effectively.
You’ll collaborate closely with operations, enablement, engineering, product, data, and frontline teams in a distributed, asynchronous environment.
This is an autonomous role for someone who enjoys solving complex operational problems and turning technology into practical improvements.

• Administer and maintain Zendesk, Vitally, and related customer experience platforms, including configuration, access management, integrations, and operational health.
• Own the intake, prioritization, triage, and delivery of tooling requests from internal customer experience teams.
• Design, configure, and maintain triggers, automations, workflows, and data flows that reduce manual work and improve operational reliability.
• Build and manage integrations using APIs, webhooks, low-code tools, and other appropriate technologies.
• Identify opportunities for automation by analyzing workflow friction, operational data, platform usage, and feedback from frontline teams.
• Support AI-enabled customer experience workflows, including agent assistance, routing, triage, intake automation, and knowledge-backed tools.
• Test and validate platform changes before production deployment and apply appropriate change-management practices.
• Communicate upcoming changes and their potential impact to affected teams, supporting smooth adoption and implementation.
• Maintain clear, accurate documentation covering configurations, automations, integrations, ownership, and operational processes.
• Monitor platform metrics and operational data to identify improvement opportunities, technical debt, fragile configurations, and process gaps.
• Support the rollout of new channels, integrations, and workflow changes as customer experience requirements evolve.
• Partner with support, customer success, and operations teams to understand needs and validate solutions before deployment.
• Collaborate with enablement on training and adoption when tooling changes affect frontline teams.
• Work with product, engineering, and data teams on complex integrations, technical escalations, and challenges that extend beyond platform configuration.

• Proven hands-on experience administering Zendesk or a comparable customer support platform in a production environment, including triggers, automations, views, groups, routing, macros, and API-based troubleshooting.
• Experience supporting customer experience or customer success operations, with a strong understanding of how support and customer-facing teams use technology in their day-to-day work.
• Experience owning technology or operational initiatives from scoping and stakeholder alignment through implementation, rollout, and ongoing maintenance.
• Practical experience with workflow automation and low-code/no-code tools such as Zapier, native platform automations, or similar solutions.
• Familiarity with APIs, webhooks, integrations, and common integration patterns, with the ability to collaborate effectively with engineering teams on more complex technical challenges.
• Experience with a customer success platform such as Vitally is a strong advantage, along with the willingness to work across multiple systems within a broader technology stack.
• Practical familiarity with AI-enabled workflows in customer support or success, such as agent assistance, automated triage, routing, or knowledge-based tools.
• Ability to assess when configuration or automation is the right solution and when a problem requires a different operational or technical approach.
• Strong ownership and autonomy, with the ability to identify priorities, make sound decisions, and deliver work without extensive oversight.
• Strong organizational and project-management skills, with the ability to prioritize multiple requests and manage competing demands.
• Excellent written and verbal English communication skills, with the ability to explain technical and operational changes clearly to different audiences.
• Strong documentation habits and an understanding that accurate, accessible documentation is an essential part of successful delivery.
• Analytical and problem-solving mindset, with strong attention to detail and a focus on measurable outcomes.
• Comfortable working in a remote-first, asynchronous environment and collaborating with geographically distributed teams.
• Curious, proactive, adaptable, and committed to continuous learning and improvement.

• Annual salary: €36,900–€83,050 EUR, with the actual offer determined by factors such as location, experience, skills, training, business needs, and market conditions.
• Global remote work: Work from anywhere within the applicable employment framework.
• Flexible paid time off: Take time away from work according to your needs.
• Flexible working hours: Work asynchronously and organize your schedule around your life rather than around a meeting-heavy calendar.
• Paid parental leave: 16 weeks of paid parental leave.
• Mental health support: Access to mental health support services.
• Stock options: Opportunity to participate in the company’s equity program.
• Learning budget: Dedicated resources to support professional development and continuous learning.
• Home office support: Home office budget and IT equipment provided.
• Social connection: Budget for local in-person social events or coworking spaces.
• Global and inclusive environment: Collaborate with colleagues across different continents, cultures, and backgrounds.
• Autonomy and flexibility: A remote-first culture that encourages ownership, proactive decision-making, and a healthy life-work balance.
• Career development: Opportunities to expand your skills and take on increasingly challenging responsibilities in a growing global organization.