About the job
At Relay, we empower self-made business owners with a robust digital banking platform, equipping them with the tools and insights to achieve financial mastery. Our mission is to eliminate financial uncertainty, transforming cash flow into a clear resource that helps them build resilient and flourishing businesses.
Exceptional customer experience for small to medium-sized businesses (SMBs) is our competitive edge, and we are making significant investments to develop a world-class Customer Experience (CX) team. As we embark on our next growth phase, we are expanding our CX Operations to scale wisely without compromising quality, continually setting higher standards for customer service.
We are seeking a CX Operations Lead to oversee and enhance the operational framework of our CX organization. In this pivotal role, you will be responsible for designing and scaling systems, workflows, and data analytics that directly influence CX performance. This is a high-impact individual contributor position for someone who excels at simplifying complexity and driving operational excellence. You will collaborate closely with CX leadership, Business Operations, and Data teams to transform uncertainty into actionable operational improvements. You will take full ownership of the CX technology stack and the mechanisms that enhance efficiency, resolution quality, and AI performance.
Key Responsibilities:
Technology & Tooling: Lead the evolution of the CX technology stack (including Zendesk and Salesforce), focusing on workflow design, system configuration, integrations, and maintaining data integrity. Collaborate with CX leaders to tackle the most impactful operational and tooling challenges across the organization.
CX Operations Strategy & Roadmap: Develop and implement a CX Operations roadmap that translates strategic goals into measurable results.
Workflow Design & Automation: Design, implement, and conduct quality assurance on workflows that boost efficiency and enhance customer outcomes, including AI-enabled support processes and automation across the CX team.
Cross-Functional Collaboration: Work closely with Business Operations, Data, and Systems teams to ensure CX data is accurate, interconnected, and actionable.
CX Operational Excellence: Establish and document clear operational foundations, best practices, and processes that enable CX to scale as a premier organization.

