CX Systems Operations Manager - Melio

About the role

The Systems Manager leads the Zendesk ecosystem for Melio’s CX Operations, acting as the internal subject‑matter expert, project manager and cross‑functional liaison to design, administer, and evolve system workflows that improve customer and team experiences.

About the company

Melio builds technology to make business payments more efficient for small businesses, positioning itself as a brand builder that empowers a community and helps small firms maximize value from its platform.

Requirements

• Zendesk Admin certification (required)
• 3+ years experience in a systems role, preferably with customer service focus
• 3+ years experience managing a technical team of three or more people
• Strong data management and ability to articulate complex requirements
• Process design expertise with ability to implement new processes and drive user adoption
• Collaborative mindset with proven project delivery success
• Strong analytical, problem‑solving and troubleshooting skills
• Excellent verbal, written, organizational and time‑management abilities
• Ability to translate complex technical information for audiences of varying technical backgrounds
• Business acumen related to Customer Experience organizations
• Knowledge of CSS, HTML, WebHooks and API usage within Zendesk
• Experience with Postman, Tableau, Zendesk Explore and Omnichannel routing configuration