CX Operations Manager, Tooling

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 Netherlands. As CX Operations Manager, you will own and improve the platforms that power customer support and success operations. You’ll work hands-on with tools such as Zendesk, Vitally, and the integrations connecting them across the broader technology stack. The role combines platform administration, workflow optimization, automation, and AI-enabled tooling. You’ll take ownership from initial scoping through implementation, testing, rollout, documentation, and ongoing platform reliability. Working closely with customer-facing, operations, product, engineering, and data teams, you’ll turn operational challenges into scalable solutions. Your work will help reduce manual effort, improve workflows, and give teams reliable tools they can depend on every day. This is a fully remote, asynchronous role offering significant autonomy within a globally distributed environment. Accountabilities - Administer and maintain Zendesk, Vitally, and related customer experience platforms, including configuration, access management, and day-to-day operational health. - Own the intake, prioritization, triage, and delivery of platform requests from internal customer support and success teams. - Design and maintain triggers, automations, workflows, and data flows that reduce manual work and improve operational efficiency. - Build and maintain integrations across the CX technology stack using APIs, webhooks, low-code tools, and platform-native capabilities. - Identify automation opportunities through operational data, workflow friction, and feedback from frontline teams, focusing on practical improvements with measurable impact. - Support AI-enabled CX workflows such as agent assistance, routing and triage tools, and automated intake processes, including configuration, testing, documentation, and iteration.

- Apply appropriate change management practices by testing changes before production, communicating their impact, and documenting configurations, ownership, and intent. - Maintain clear and accessible documentation covering platform configurations, automations, integrations, and operational processes. - Use platform metrics and operational data to prioritize improvements and measure outcomes. - Identify fragile configurations, process gaps, and technical debt, and address them systematically. - 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 implementation. - Work with enablement teams on training and adoption when tooling changes affect frontline users. - Collaborate with product, engineering, and data teams when technical challenges extend beyond platform configuration. Requirements: - Strong ownership and autonomy, with the ability to identify priorities, set direction, and deliver with limited oversight. - Hands-on experience administering Zendesk in a production support environment, including triggers, automations, views, groups, routing, macros, and API-based troubleshooting. - Experience managing platforms within customer experience, customer support, or customer success operations, with a practical understanding of how frontline teams work. - Demonstrated ability to manage initiatives end to end, from scoping and stakeholder alignment through safe rollout and ongoing ownership. - Strong documentation habits, with the ability to create accurate and accessible technical and operational documentation. - Sound judgment when deciding whether configuration, automation, or a broader technical or process solution is the appropriate approach. - Experience building CX automations using low-code/no-code tools such as Zapier, platform-native automation, or comparable solutions.