Customer Experience Operations Manager

Overview

At StickerGiant, every sticker has a story. We’re a Longmont, Colorado-based eCommerce company that makes custom stickers and product labels for small businesses and organizations. Founded over 20 years ago, StickerGiant pioneered online sticker sales and continues to set the industry standard. Our mission is simple: deliver high-quality products, fast service, and unparalleled customer service. We are guided by our core values: Customer Focus, Growth Mindset, Execution, Trust, and Accountability. We celebrate diversity in all its forms, creating an inclusive environment where everyone thrives. Join us in turning creativity into reality, one sticker at a time! StickerGiant is proudly backed by Ares Management, a top private equity firm.

Role Overview

We are seeking a Customer Experience Operations Manager with deep experience in Zendesk administration, strategy, and optimization to elevate our customer support systems. This role is pivotal in managing, configuring, and evolving our Zendesk platform to meet business needs, streamline workflows, and enable data-driven decisions. The ideal candidate will have a proven track record in enhancing customer service capabilities, ensuring high levels of operational efficiency, and driving the adoption of best practices in tools and technology. This role is crucial for maintaining our commitment to exceptional customer service and supporting our growth as a $30M direct-to-consumer company.

As the Customer Experience Operations Manager, you will play a crucial role in enabling our customer service team to deliver exceptional support. You will be responsible for providing the necessary tools, technology, and best practices to enhance their capabilities, while also monitoring and improving software performance. Your technical expertise and strategic insights will be essential in resolving issues, implementing and managing technology, and developing strategies to enhance our business operations.

If you have a commitment to continuous improvement, a drive to make a tangible impact, and a passion for customers, we want to hear from you!

What You’ll Do

Software Strategy & System Ownership

• Lead the strategy, configuration, and continuous optimization of internal software to support evolving business needs.
• Design and implement custom workflows, triggers, automation, macros, SLAs, ticket routing, and escalation paths to optimize performance.
• Evaluate and implement new Zendesk features and integrations, including AI-powered tools like bots, self-service, and help center enhancements.

Operational Leadership

• Serve as the primary administrator for Zendesk and associated contact center technologies.
• Proactively monitor platform health, usability, and performance metrics (e.g., response time, first contact resolution, CSAT, cost per contact).
• Develop and maintain standard operating procedures and documentation for platform use.

Enablement & Support

• Provide training, onboarding, and ongoing support for Customer Service Agents and leadership.
• Troubleshoot issues and provide technical guidance on all software usage.

Data & Reporting

• Build and maintain custom dashboards and reports using Zendesk Explore and other tools to monitor KPIs and identify trends.
• Track and evaluate performance metrics, providing insights and recommendations for improvement.
• Standardize and prepare regular performance reports for senior management, highlighting key metrics and areas for business improvement

Cross-Functional Collaboration

• Partner with Customer Success, Product & Development, and Marketing teams to align system capabilities with strategic goals.
• Translate business requirements into technical solutions within Zendesk and other CRM systems.
• Act as early adopter on new internal technology releases at company, ensuring seamless rollout to CSAs.

What You Bring

• Bachelor's degree in Business, Operations, Analytics, or a related field
• 5+ years experience in customer service operations or CRM administration, with at least 3+ years of hands-on Zendesk system ownership.
• Solid grasp of AI-powered support features (e.g., Answer Bot, AI macros, chatbots).
• Proficient in data analysis, reporting, and visualization tools (e.g., Excel, Tableau, Metabase).
• Customer-focused mindset, ability to work independently with a proactive approach to improving processes.
• Excellent communication skills and interpersonal abilities, strong problem-solving and project management skills, and proficiency in contact center software and CRM systems.
• Outstanding attention to detail and a passion for data accuracy and quality.

Additional Qualifications and Skills

• Zendesk Admin Certification
• Certified Contact Center Manager (CCCM) or Certified Customer Service Manager (CCSM)
• ITIL Certification for managing IT service delivery
• Experience with CRM systems beyond Zendesk, such as Salesforce or HubSpot
• Knowledge of VoIP systems and telephony integration

Position Schedule

• Full-time, exempt role.
• Hybrid work environment, 3 days a week in office.
• 40 hours/week: Monday-Friday 9am - 5pm MST, with flexibility to work ex normal business hours based on business needs.

Why StickerGiant?

• Flexibility: Hybrid work environment with flexible PTO
• Excellent Health Benefits: Health, dental, vision offered at reduced rates. Options for PPO or High Deductible for health coverage. High-deductible plan enrollees receive an annual company contribution towards your HAS.
• Life insurance and short-term disability insurance covered at 100%
• Voluntary benefits: include accident and critical illness, long-term disability, identity theft insurance
• Employee Assistance Program
• Paid Leave: Paid parental leave for employees who qualify for FMLA
• 401(k): Company match up to 3.5% with full match eligibility at 6% employee contribution, and accelerated 2-year cliff vesting schedule.
• Professional Growth: Opportunities for certifications, conferences, and tailored career development plans.

Ready to make an impact? Join our team and be part of a company that’s redefining the eCommerce industry—one sticker at a time.

We care a great deal about creating an environment where all Giants can bring their whole selves to work and to provide all candidates with an equitable, inclusive and accessible recruitment process in alignment with our values. At StickerGiant, we provide Equal Employment Opportunity (EEO) to all persons regardless of age, race, national origin, citizenship status, political opinion, social group, ethnic origin, marital status, union affiliation, union sympathy, physical or mental disability, religion, creed, gender, sex, sexual orientation, gender identity and/or expression, genetic information, status with regard to public assistance, veteran status, or any other characteristic protected by federal, state or local law. This policy applies to all conditions of employment including recruitment, hiring, promotion, termination, leave of absence, compensation, and training. If you prefer accommodation during the recruiting process, or you have feedback about your candidate experience at StickerGiant, please contact the People+Culture team.

This position will be posted for a minimum of 5 days and will remain open until filled or adjusted based on the volume of applicants.