Manager, Customer Care Technology & Automation

Job Summary

We’re hiring a strategic, systems-oriented leader to own the technology ecosystem that powers our Customer Care organization. Reporting to Senior Director, Global Customer Care, this role combines systems ownership, AI strategy, operational excellence, and cross-functional partnership to ensure our technology enables world-class customer experiences while improving team efficiency, scalability, and quality.

About the Role

The role is based in San Diego, CA. The ideal candidate will have 5+ years of experience managing Customer Care technology, Customer Experience platforms, Support Operations, or Business Systems, ideally with time leading a front-line Care team.

Responsibilities

• Own the Customer Care Technology Ecosystem
• Define and execute the technology roadmap aligned to Customer Care strategy and company objectives
• Evaluate emerging AI technologies and recommend opportunities to improve customer experience and operational efficiency
• Partner with Engineering and Product on integrations, APIs, and platform enhancements
• Optimize Zendesk & Support Operations
• Drive Automation & Efficiency
• Analyze & Performance
• Vendor & Stakeholder Management
• Technology Governance

Requirements

• Deep expertise administering Zendesk in a large-scale customer support environment
• Experience implementing and optimizing AI-powered customer support platforms such as Ada, Sierra, Intercom Fin, Salesforce Agentforce, or similar technologies
• Strong understanding of LLMs, conversational AI, prompt design, and AI operations
• Experience integrating support platforms using APIs and automation tools
• Strong analytical skills with SQL, BI tools, and dashboard development
• Demonstrated success leading technology implementations and organizational change
• Ability to translate business challenges into scalable technology solutions
• Strong vendor management and stakeholder influence skills
• Excellent communication skills with the ability to present technical concepts to business leaders
• Comfortable operating in a fast-moving, ambiguous environment
• Passion for leveraging AI to transform customer experiences

Preferred Experience

• With Ada, Sierra, Zendesk AI, or comparable conversational AI platforms
• Experience with Salesforce, Segment, Snowflake, Looker, or similar analytics ecosystems
• Familiarity with support quality programs and workforce management
• Experience leading enterprise technology rollouts
• Experience managing support technology in high-growth SaaS, marketplace, fintech, or ecommerce organizations
• Understanding of Responsible AI principles and governance

Why You’ll Love It Here

• Make an Impact: Be part of a mission-driven organization making a positive difference in millions of lives every year
• Innovative Environment: Work with a diverse, passionate, and talented team in a fast-paced, forward-thinking atmosphere
• Collaborative Team: Join a fun and collaborative team that works hard and celebrates success together
• Competitive Benefits: Enjoy competitive pay and comprehensive healthcare benefits
• Holistic Support: Enjoy financial assistance for things like hybrid work, family planning, along with generous parental leave, flexible time-off policies, and mental health and wellness resources to support your overall well-being
• Growth Opportunities: Participate in learning, development, and recognition programs to help you thrive and grow
• Commitment to DEI: Contribute to diversity, equity, and inclusion through ongoing initiatives and employee resource groups
• Community Engagement: Make a difference through our volunteering program