Sr. Manager of CX Enablement

Responsibilities

• Own the design, implementation, and continuous improvement of quality management frameworks that drive consistent agent performance across omnichannel support
• Lead knowledge base strategy and operations in Zendesk, including content audits, ownership models, refresh cadence, and optimization for both human agents and AI consumption
• Drive Sierra AI deflection strategy by analyzing feedback data, identifying content gaps, optimizing knowledge for LLM ingestion, and improving customer-facing AI delivery
• Partner with Imprint's BPO training teams to design and monitor training programs that address systemic quality issues, leverage AI automation, and scale effectively with new partner launches
• Build and maintain the technical architecture that connects quality inputs (QA automation, CSAT, sentiment analysis) to training outputs and knowledge base improvements
• Use data from QM platforms, Sierra AI, and CSAT to diagnose root causes of quality issues—differentiating agent behavior from systemic or content gaps
• Lead partner launch readiness by designing QA strategies, training plans, and content requirements that prevent launch failures and training debt
• Establish cross-functional collaboration rhythms with vendor ops, engineering, product, fraud ops, partner success, compliance, and legal teams
• Manage and develop a team of 2–3 associates responsible for execution, monitoring, and continuous improvement of quality and training operations

Requirements

• 7+ years in customer experience, with 4+ years in quality management, training, enablement, or knowledge management roles
• Experience owning CX quality, training, and enablement at scale (100+ agents, in-house or outsourced), ideally omnichannel
• Hands-on experience implementing AI-powered deflection projects using tools like Sierra, Ada, Decagon, Forethought, or comparable LLM-based platforms
• Strong technical fluency with CX platforms such as Salesforce, Zendesk Guide and Support, or comparable knowledge base and support systems
• Experience with QM platforms such as Maestro QA, Klaus, Playbox, Stella Connect, Tether AI, or similar quality automation tools
• Exceptional writing skills with the ability to produce compliance-ready content that requires minimal iteration with legal or regulatory teams
• Data fluency: able to analyze QA trends, CSAT drivers, sentiment data, and agent performance metrics to identify systemic issues vs. behavior gaps
• Bias toward action and shipping—comfortable building frameworks that get adopted, not just designed
• Genuine curiosity about how AI is transforming customer service, with a demonstrated commitment to staying at the forefront of CX automation

Nice to Have

• Experience in fintech, payments, regulated environments, or industries with complex compliance requirements
• Familiarity with training LMS tools and designing scalable learning programs
• Background in customer education, support operations, or contact center quality leadership
• Experience working with outsourced BPO partners and driving adoption of new quality or training standards
• Track record of redesigning legacy QA or training systems into modern, automated frameworks

Compensation & Benefits

• Competitive compensation and equity packages
• Leading configured work computers of your choice
• Flexible paid time off
• Fully covered, high-quality healthcare, including fully covered dependent coverage
• Additional health coverage includes access to One Medical and the option to enroll in an FSA
• 20 weeks of paid parental leave for the primary caregiver and 8 weeks for all new parents
• Access to industry-leading technology across all of our business units