Omnichannel Customer Support Program Manager

The Opportunity

We are seeking a full-time Program Manager for Customer Support Strategy, based on-site at our DFW1 facility in Lewisville, TX. Your focus is reducing ticket volume, claims, and contra revenue, and improving the merchant experience. You will do this by improving support processes, ops processes, and engineering, by gathering merchant feedback (starting with NPS) and working cross-functionally to turn it into changes merchants feel, and by keeping content current and owning merchant communications. AI strategy and Zendesk optimization are key levers along the way.

Key Responsibilities

Program Ownership and Strategy:

• Own omnichannel customer support programs from inception to execution, aligned to business goals and merchant needs.
• Develop strategies with cross-functional teams, incorporating stakeholder feedback and industry best practices.
• Drive implementation, overseeing timelines, resources, and budgets.

Ticket Reduction:

• Analyze ticket data to find the top contact drivers, size them by volume, handle time, and cost, and build a prioritized reduction roadmap with clear targets.
• Support processes: redesign workflows, macros, routing, and agent guidance so issues are resolved faster with fewer repeat contacts.
• Ops processes: work with operations and site teams to fix the upstream breakdowns that create tickets, such as inbound, inventory, order, and billing issues.
• Engineering: partner with engineering and product to prioritize and track the fixes and self-serve tools that remove root causes.

Merchant Experience and Feedback:

• Own the feedback program, starting with NPS and adding other channels such as post-ticket surveys, agent and account manager input, ticket themes, and direct merchant conversations.
• Analyze feedback themes and share insights with leadership and partners on a regular cadence.
• Work cross-functionally with product, engineering, and operations to apply feedback to the merchant’s actual experience, track changes to completion, and close the loop with merchants.

Claims and Contra Revenue Management:

• Own the claims process end to end, including intake, investigation, resolution, and recovery from carriers and vendors where applicable.
• Manage and improve contra revenue (credits, refunds, reimbursements, and adjustments) by setting policies, approval thresholds, and controls, and partnering with finance on accurate tracking and reporting.
• Analyze claim and contra revenue drivers, and work with operations and engineering to fix root causes and reduce both over time.

Content and Merchant Communications:

• Keep all support content current and managed (help center, knowledge base, macros, internal guides, process documentation), with clear owners and review cadences.
• Own merchant communications, including notices, announcements, policy and process change letters, banners, and templates.

AI Strategy and Implementation:

• Build and own the roadmap for AI in support, focused on ticket reduction and merchant experience: agent assist, summarization, auto-categorization and routing, self-service and deflection, QA automation, and knowledge content.
• Evaluate vendors and models, run pilots with clear success criteria, and take proven use cases into production.
• Set guardrails for accuracy, human escalation, data privacy, and quality review, and lead training and change management for onsite and offshore teams.

Zendesk Management and Optimization:

• Own Zendesk configuration and governance: forms and fields, triggers, automations, macros, views, SLAs, routing, groups, and roles. Audit regularly and manage a clear change process.
• Manage integrations and reporting that turn Zendesk data into decisions, and turn agent pain points into workflow improvements.

Performance, Collaboration, and Stakeholders:

• Establish and track KPIs: ticket volume, tickets per order or merchant, repeat contact rate, handle time, first-contact resolution, CSAT, NPS, claims, contra revenue, and cost per ticket.
• Work closely with product, engineering, finance, and operations to integrate support initiatives into overall business operations.
• Give stakeholders at all levels regular updates on status, challenges, and opportunities.
• Continuously evaluate and refine programs based on feedback, industry trends, evolving merchant needs, and new AI capabilities.

Qualifications

• Bachelor's degree in business administration, marketing, or related field.
• 5+ years of program management experience, preferably in customer support or a related role, with a proven record of delivering complex programs from concept to completion with measurable results.
• Strong understanding of omnichannel customer support principles, strategies, and technologies.
• Experience analyzing ticket, claims, or contact data to find root causes and reduce volume or cost, working with operations and engineering to fix them.
• Experience running or using a merchant or customer feedback program such as NPS, and turning insights into cross-functional changes.
• Strong writing skills, with experience owning customer communications and keeping support content current.
• Hands-on Zendesk administration experience (triggers, automations, macros, views, SLAs, reporting).
• Experience evaluating or implementing AI or automation in support, with a practical view of risks and limits.
• Excellent communication and interpersonal skills, able to collaborate cross-functionally and influence stakeholders at all levels.
• Analytical mindset, able to use data to drive decisions and continuous improvement.
• Strong project management skills: prioritizing, managing timelines, and allocating resources.
• Experience in a fast-paced, dynamic environment, adapting to changing priorities. A resilient, focused problem solver and self-starter who can multitask and prioritize in a complex and occasionally ambiguous environment.

Physical requirements:

• Must be able to lift up to 49 pounds with or without reasonable accommodation.
• Must be willing and able to frequently push, pull, squat, bend, and reach.
• Must be able to stand/walk for up to 10-12 hours.
• Must be able to work in an environment where the noise level varies and can be loud.
• Must be able to work in an environment where the temperature may vary between 60 and 90 degrees and will occasionally exceed 90 degrees.

Bonus Points

• Experience with SQL (Snowflake a plus), creating and running reports, or Zendesk Explore.
• Experience writing and testing prompts, or building knowledge content that AI tools draw on.