CX Technical Project Manager

About the role

GlassesUSA.com, a leading direct‑to‑consumer online eyewear retailer, is looking for a CX Technical Project Manager to join its Customer Experience team in Tel Aviv. Reporting to the VP of Customer Experience, you will own and optimise the CX technology stack and drive operational efficiency across support channels.

Key responsibilities

• Own, manage and optimise the CX tech stack, tools and platforms.
• Build, improve and maintain CX workflows, processes and SOPs.
• Monitor operational backlogs, bugs and ongoing technical tasks.
• Design and implement tools to improve CX speed, quality and efficiency.
• Maintain dashboards, reports and performance analytics to support business decisions.
• Lead A/B testing initiatives across all support channels and deliver insights to leadership.
• Manage onboarding/off‑boarding of CX systems and ensure smooth platform operations.
• Handle DSR processes, vendor invoices and operational tracking.
• Analyze CX performance, forecasting and interaction volumes across channels.
• Maintain IVR systems and support global support‑site operations.
• Collaborate with Product and leadership teams on CX roadmap initiatives.
• Continuously identify and remove operational bottlenecks to improve customer experience.

Required profile

• At least 1 year of SQL experience.
• Experience with CRM systems, preferably Zendesk.
• Strong analytical and technical abilities.
• Excellent English communication skills.
• Proactive, organised and able to multitask.
• Strong interpersonal and problem‑solving skills.

Required skills

• SQL
• Zendesk (CRM)
• JavaScript
• Tableau