CX Operations Enablement Specialist
Owns customer experience knowledge systems, SOPs, CRM macros, and AI-ready documentation while coordinating compliance and launch readiness across teams. The role requires strong technical writing, knowledge management, project management, and customer operations experience.
About the job
Responsibilities
- Own customer experience knowledge across the customer-facing Help Center and internal Knowledge Library.
- Rebuild legacy SOPs into workflows based on the Acknowledge, Empathize, Verify, Resolve framework.
- Create localized, compliant SOPs and decision trees for complex workflows, including Dynamic Pricing disputes and third-party reservation failures.
- Maintain the Gladly CRM macro library (CX Answers) and FAQs to improve First Contact Resolution while aligning with the Metropolis brand voice.
- Liaise with Operations Launch teams to deliver localized knowledge assets before new-location go-lives.
- Partner with Experience Integrity and Government Relations to establish compliant agent guardrails for regulatory-sensitive workflows.
- Structure knowledge for retrieval by the Parker AI Agent and internal LLMs.
- Close documentation gaps that contribute to AI hallucinations or routing failures.
- Conduct recurring knowledge audits with QA and Training.
Requirements
- Experience managing knowledge bases, help centers, or complex SOP documentation systems such as Gladly, Zendesk, Guru, or Confluence.
- Experience in Customer Support, Customer Experience, or a fast-paced operational environment.
- Strong technical writing, editing, and documentation skills focused on clarity, empathy, and usability.
- Ability to translate complex localized operational and legal requirements into frontline-agent documentation.
- Strong project management skills and experience driving cross-functional alignment ahead of launch deadlines.
- Experience leveraging AI tools to transform static workflows into responsive processes.
Nice-to-haves
- Experience supporting AI-powered customer support solutions.
- Familiarity with generative AI tools such as Claude, Gemini, or ChatGPT.
- Experience with Gladly, Zendesk, Intercom, or similar CRM platforms.
- Experience creating customer support documentation at scale.
- Understanding of information architecture, content strategy, and knowledge management best practices.
Compensation and Benefits
- Anticipated base salary: $63,000.00 USD to $75,000.00 USD annually.
- Benefits may include healthcare, a 401(k) plan, short- and long-term disability coverage, basic life insurance, stock options, bonus plans, and more.
Skills
Knowledge Management, Technical Writing, Sop Documentation, Gladly, Zendesk, Confluence, Information Architecture, Content Strategy, Generative AI, ChatGPT, CRM, Project Management, Decision Trees, LLMs
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