GTM Systems Manager (CX)
Skills
- Administration of Zendesk or similar ticketing systems
- Deep understanding of ticket routing, SLAs, escalations, and queue management
- Process design and workflow optimization for high-volume support
- Operational analytics and ability to translate data into action
- Cross-functional communication and stakeholder management
- Project scoping, planning, and execution
- Troubleshooting and preventative operations management
Responsibilities
- Serve as primary point of contact and subject matter expert for the Customer Experience tech stack
- Partner with CX leadership to translate business requirements into system and process enhancements
- Analyze operational data to identify inefficiencies and recommend data-backed solutions
- Design and implement process improvements to streamline agent workflows and reduce friction
- Proactively troubleshoot technical and workflow issues and implement preventative fixes
- Manage projects from scoping through implementation with stakeholder alignment
- Document processes, configurations, and best practices to support onboarding and scalability
Education
- Bachelor’s degree preferred or equivalent practical experience
- Relevant coursework or certifications in operations, analytics, or related fields are a plus
Benefits
- Quarterly corporate bonus program (or sales incentive where applicable)
- Equity awards and competitive benefits package
- Remote-first work flexibility
- Opportunities for career growth and high-impact ownership
- Inclusive hiring process and accommodations for candidates with disabilities
Average salary estimate
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