CX Operations Manager (Contract)

Contract Duration: 6 months, with potential to extend

About Us:

CD Baby is the world’s largest digital distribution platform for independent artists. For more than 20 years, we’ve empowered creators to release their music to Spotify, Apple Music, YouTube, Amazon Music, Instagram, TikTok, and 150+ other platforms worldwide—paying out nearly $1 billion in earnings directly to independent artists

We’re looking for an experienced Customer Experience (CX) Operations Manager to help optimize, maintain, and evolve our CX systems — with a strong initial focus on our existing Zendesk implementation. This role is ideal for someone who thrives at the intersection of systems, process, and customer empathy — and who’s excited by the opportunity to help CD Baby artists have a seamless distribution experience.

You’ll be a strategic thought partner to the Director of CX as we redesign our customer experience and supporting infrastructure. Your early priorities will include cleaning up and streamlining our Zendesk instance, ensuring our automations, triggers, integrations, and content are lean, consistent, and aligned with our evolving CX strategy. Experience with Zendesk AI features and automation tools is a major plus, as we’re currently implementing and expanding this functionality. 

This hybrid role will be based in our New York City office location.

What You Do:

Zendesk Systems Management & Optimization

• Audit, maintain, and streamline Zendesk configuration — including triggers, automations, macros, views, and workflows
• Support implementation and optimization of Zendesk AI tools, including AI-powered routing, macros, and bots
• Clean up and reorganize content, including help center articles, macros, and ticket fields, for accuracy, consistency, and usability
  Ensure API connections and integrations (e.g., CRM, product, data, or messaging tools) are functional, optimized, and well-documented
• Identify and implement opportunities to improve efficiency, data quality, and agent experience within Zendesk

CX Operations & Process Improvement

• Partner with the Director of CX to redesign CX systems, processes, and tooling that support scalability and a best-in-class artist experience
  Develop and maintain operational documentation for systems, workflows, and key processes
• Define and track CX metrics and reporting, partnering with analytics or product teams as needed
  Collaborate cross-functionally with Product, Engineering, and Marketing to ensure customer feedback and data flow seamlessly through system

Strategic Partnership & Thought Leadership

• Serve as a thought partner in shaping the future of CX operations, systems, and organizational design
• Provide insights and recommendations on tools, integrations, and best practices — especially around AI-driven CX optimization
• Stay informed about industry trends and CX best practices within digital music and tech-enabled service environments

Who You Are:

• 5+ years in CX Operations, Support Operations, or related roles, with a strong background in Zendesk administration and optimization
• Deep expertise in triggers, automations, and workflows within Zendesk
• Experience managing API connections and integrations between Zendesk and other business systems
• Highly organized, detail-oriented, and comfortable with complex systems and data
• Strong communication and documentation skills — able to translate technical configurations into clear, actionable insights
• Strategic thinker who enjoys collaborating on long-term CX design while rolling up your sleeves for hands-on system work
• Bonus: experience with knowledge management, customer journey mapping, or CX analytics

CD Baby provides base salary ranges for all positions located in the United States at the time of posting. The pay rate for this contract position is $80 - $100/hr. As a candidate for this position, your pay rate will be contingent upon various factors including, but not limited to, work experience, geographic location and relevant skills. 

Ensuring a diverse and inclusive workplace where we learn from each other is core to CD Baby's values. We welcome and encourage all applicants of different backgrounds, experiences, abilities and perspectives to apply.