We are seeking a highly technical and visionary leader in CX Systems Operations to join our team as a Technical Business Applications Manager. This role is ideal for someone who thrives at the intersection of customer experience, system architecture, and automation—leading strategic initiatives that optimize our tech stack and deliver intelligent, scalable solutions across global operations.
You will be responsible for architecting and evolving core CX platforms, building and deploying low-code and no-code applications, and integrating AI-powered automations to streamline customer-facing workflows. This is a unique opportunity to make a lasting impact at monday.com by transforming the way we deliver support at scale through intelligent, tech-enabled operations.
Please note that this is a hybrid position of 3 days/week in our NYC office.
About The Role
- Be a technological business partner for the CX organization within monday.com
- Build and deploy no-code/low-code workflows and applications using platforms such as Retool, Workato, Make, enabling automation at scale.
- Leverage AI tools and frameworks (e.g. OpenAI, Google Cloud AI, Zendesk AI, Einstein GPT) to enhance routing, prediction, and self-service capabilities within support systems.
- Own the full application lifecycle—from business requirements, system design, configuration, testing, deployment, and continuous improvement.
- Introduce and scale new technologies, conduct market research, RFPs, vendor evaluations, and POCs for platform selection.
- Lead cross-functional collaboration with Product, Engineering, Data, and CX to ensure seamless integrations and aligned priorities.
- Monitor and analyze system performance, generating data-driven insights to drive roadmap decisions.
Requirements
- 4+ years of relevant experience
- Proven experience in project management and a deep understanding of all stages of the project lifecycle.
- Hands-on configuration experience with customer support platforms such as Zendesk, Salesforce Service Cloud, or similar.
- Low-code/no-code platforms (e.g. Workato, Retool)
- Experience building automation pipelines and configuring workflow orchestration tools.
- Excellent written and verbal communication skills
- Confident, articulate, and professional speaking abilities
- Strong collaboration skills with various teams.
- Excellent analytical abilities with meticulous attention to detail.
Bonus if you have:
- Experience with data visualization and reporting tools.
- Familiarity with software development practices and methodologies.
- Knowledge of SQL for basic data querying
- Experience with Postman
For New York City-based hires only: Compensation Range: $100,000-$120,000 base salary, subject to standard withholding and applicable taxes. In addition to base salary, the role includes opportunity to receive and/or earn a discretionary bonus and/or equity based on Company’s plans and in accordance with Company’s policies. Compensation finally awarded to the candidate will be commensurate with the candidate’s skills and experience. Compensation ranges for candidates in locations outside of New York City may differ based on the cost of labor and such additional factors for such other locations.
Visa sponsorship for this role is currently not available.
monday.com is proud to be an equal-opportunity employer. We hire talented individuals, regardless of gender, race, ethnicity, ancestry, age, disability, sexual orientation, gender identity or expression, military or veteran status, cultural background, religious beliefs, or any other characteristic protected by federal, state, or local laws
#LI-hybrid
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