# Sr. Manager of CX Enablement

**Company:** [Imprint](https://hotfix.jobs/companies/imprint)
**Location:** Remote
**Role:** Customer Success
**Salary:** $150k – $180k/yr
**Experience:** 7+ years
**Skills:** Zendesk, Salesforce, Sierra, Maestro Qa, Klaus, Playbox, Stella Connect, Tether Ai, Csat Analysis, Sentiment Analysis, Ai Deflection, Knowledge Management, Qa Frameworks, Bpo Management, Compliance Content
**Posted:** 2026-05-21

> Owns quality management, training, knowledge base operations, and AI deflection enablement (Sierra) for a growing fintech support organization. Requires 7+ years CX experience including 4+ years in QA/training at 100+ agent scale plus hands-on AI deflection implementation.

## Job Description

## 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

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