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Manager, CX Systems Administration

Company: Goat
Location: Los Angeles
Posted on: November 22, 2021

Job Description:

GOAT is looking for a Manager of CX Systems Administration for its Customer Experience team who will be the functional owner of all external customer experience tools and systems. This thought leader will work cross-functionally to link our key business strategies and initiatives with our service delivery roadmap as well as support day-to-day operations. They are responsible for driving critical business and vendor alignment, defining and executing the enterprise product roadmap, and maintaining operational excellence. Reporting to the CX Sr. Manager, the Manager of CX Administration is critical to the success of the Customer Experience team in achieving operational excellence, optimizing business value, and delivering a premier service experience. This individual will be accountable for managing and delivering system administration, business configuration, user management, and platform optimization strategy. In this role you will:

  • Lead multiple highly complex and critical business processes/systems that require design, implementation or integration of technical solutions for the CX team
  • Own the team's Zendesk instance; recommend and implement optimizations to triggers and workflows--
  • Explore potential efficiency gains with new tools from the Zendesk marketplace, and manage the Zendesk day-to-day as well as escalations, questions and issues
  • Collaborate and partner with the rest of the CX team to determine the technical solutions to address business needs or improvement
  • Lead the evaluation, selection and implementation of new tools and techniques
  • Administration and technical mastery of other tools such as Stella Connect and Agyletime
  • Deliver CX tooling requirements on an ongoing basis to product and engineering teams based off evolving features and product offerings
  • Deeply understand the agents' workflows and work cross-functionally to deliver tooling solutions and requirements that optimize those workflows
  • Impact operational KPIs such as Self-Service Rate, Average Handle Time and customer satisfaction (CSAT) by implementing automations within Zendesk and optimizations on other tools
  • Drive the technical implementation of various CX project initiatives, such as routing ticket types to specific channels using current and new tools
  • Design and configure Zendesk workflows (Support, Talk, Chat and Guide modules)
  • Manage unforeseen changes in the business and work with vendors and stakeholders cross departmentally for resolution We are looking for:
    • At least 4-6 years of experience as a tool administrator, technical operations manager or analyst
    • Experience in administering technology platforms within Customer Service
    • Expert level knowledge of Zendesk or Salesforce preferred
    • Strong analytical and technical expertise; strong problem solving skills, project management, communication and organizational skillsAbility to learn new technologies quickly and multitask on various simultaneous projects
    • Proactive curiosity on process and tools optimizations and efficiencies
    • Passionate about the customer experience, excited by finding ways to optimize workflows for our agents and processes for our customers
    • Passion for working and learning in a fast growing company, proven ability to deal with ambiguity in a rapidly changing business environment
    • Proficiency in Google Suite, Microsoft Office as well as project management tools such as Asana, Jira and Confluence. GOAT is the global platform for the greatest products from the past, present and future. Since its founding in 2015, GOAT has become the leading and most trusted sneaker marketplace in the world. Through its unique positioning between the primary and resale markets, the company offers styles across various time periods on its digital platforms and in its retail locations, while delivering products to over 30 million members across 170 countries. The company is backed by strategic investor Foot Locker, Inc. as well as some of the leading names in venture capital including D1 Capital Partners, Accel, Andreessen Horowitz, Index Ventures, Matrix Partners, Upfront Ventures, Webb Investment Network and Y Combinator. We encourage you to apply even if you feel unsure about whether you meet every single requirement. We look for people who are passionate about what we do, not just those who check off all the boxes. GOAT Group will consider for employment all qualified applicants, including those with criminal histories, in a manner consistent with the requirements of applicable state and local laws, including the City of Los Angeles' Fair Chance Initiative for Hiring Ordinance, if applicable. If you are a California resident, please review our-- California Privacy Rights--Notice for Job Applicants .

Keywords: Goat, Los Angeles , Manager, CX Systems Administration, Executive , Los Angeles, California

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