Supervisor managing supply chain operations at GXO with responsibilities in warehouse efficiency. Fostering team performance through training and quality assurance for optimal customer service.
About the role
- Senior Systems & Technology Manager optimizing Consumer Operations technology stack. Leading AI solutions to enhance customer experience and reduce operational costs in a fast-paced fintech environment.
Responsibilities
- Be a thought leader/owner in the development and maintenance of reporting that surfaces Voice of the Customer (VOC) insights across Consumer Operations channels.
- Build scalable, automated reports and dashboards that highlight customer sentiment, recurring issues, friction points, and experience trends.
- Partner with Consumer Operations, Product, and Marketing to ensure VOC insights are actionable and regularly incorporated into decision-making.
- Use data to connect customer feedback to operational drivers and improvement opportunities.
- Own the operational effectiveness of core Consumer Operations systems, including Zendesk, Retool, Slack integrations, and related tooling.
- Ensure systems are stable, scalable, well-integrated, and optimized for frontline and back-office teams.
- Act as the technical point of accountability for system enhancements, integrations, and issue resolution.
- Proactively identify gaps or inefficiencies in the current tech stack and propose durable solutions.
- Research, evaluate, and build AI and automation opportunities to enhance the Consumer Operations technology stack.
- Partner directly with Product and Engineering to design and build AI-powered tools.
- Lead proof-of-concept development, pilots, and scaled rollouts of AI-enabled solutions.
- Ensure AI implementations meet standards for accuracy, security, customer trust, and regulatory compliance.
Requirements
- 8+ years of experience in a fast-paced, high-growth environment (fintech or similarly regulated industry preferred)
- Strong technical background with hands-on experience in:
- SQL / MySQL
- Python/Java or similar backend programming languages
- Demonstrated experience building operational reporting and dashboards to support Voice of the Customer (VOC) or customer experience initiatives
- Experience working with modern analytics and data platforms such as Snowflake, Hex, Looker, or similar tools
- Demonstrated experience working with AI and LLM-based systems, including:
- Model integration and orchestration
- AI-assisted workflows or automation
- Evaluation of model performance and quality
- Experience designing and supporting complex system integrations
- Proven ability to work cross-functionally with Product, Engineering, and Operations
Benefits
- Medical, dental, and vision coverage starting on Day 1
- Equity (ISOs)
- 401(k) program
- Family planning programs + paid parental leave
- Physical fitness and wellness memberships
- Emotional and mental health support programs
- Unlimited PTO + 10 paid federal holidays + our annual, week-long Winter Break
- Flexible work environment
- Lunch reimbursement for in-office employees
- Employee Resource Groups
- Learning and Development stipend
- Transparent culture
- Amazing mission!
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