Senior Manager of CX Enablement
Posted Updated
Description
- As Senior Manager of CX Enablement, you will own the quality, training, and knowledge management systems that power Imprint’s customer experience. This is a strategic leadership role combining QA framework design, AI-powered deflection enablement, knowledge base ownership, and agent training excellence
- You will drive the architecture that connects quality inputs to AI systems (Sierra), knowledge management, and training outputs—ensuring content quality compounds rather than degrades as Imprint scales. You’ll partner closely with engineering, ops, product, and vendor teams to transform customer support from reactive to proactive through automation, rigorous quality frameworks, and data-driven training strategies
- This role reports directly to the Director of Customer Operations and manages a small team of 2–3 associates focused on execution and continuous improvement
- What Success Looks Like in the First 90 Days:
- Completed a comprehensive knowledge base audit with defined ownership model between CS, engineering, and ops, including refresh SLAs in Zendesk
- Designed and shipped a new QA framework that moves from manual contact center approaches to fully automated quality scoring with clear expectations
- Established Sierra AI deflection enablement system with daily feedback loops, gap detection, and content optimization for AI ingestion and delivery
- Built a scalable partner launch QA and training strategy and applied it to an active launch with measurable quality improvements over prior launches
- Created a structured training rehaul plan in collaboration with our outsourcing partner, focusing on strategic oversight and outcome monitoring
- Established trusted partnerships with key cross-functional stakeholders including vendor ops, AI product team, partner success, compliance, and legal
- 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 Imprints 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
- You’ve owned CX quality at a contact center scale of 200+ agents (in-house or BPO), built a QA framework from rubric through calibration, and shipped training programs that measurably moved agent performance
- You’ve worked alongside or implemented an AI deflection product (Sierra, Ada, Decagon, Forethought) and can speak credibly about what makes AI-mediated support actually work
- You’re equally comfortable in a Looker dashboard and a Zendesk Guide CMS
- Data fluency: able to analyze QA trends, CSAT drivers, sentiment data, and agent performance metrics to identify systemic issues vs. behavior gaps
- Experience owning CX quality, training, and enablement at scale (100+ agents, in-house or outsourced), ideally omnichannel
- Genuine curiosity about how AI is transforming customer service, with a demonstrated commitment to staying at the forefront of CX automation
- Exceptional writing skills with the ability to produce compliance-ready content that requires minimal iteration with legal or regulatory teams
- 7+ years in customer experience, with 4+ years in quality management, training, enablement, or knowledge management roles
- Strong technical fluency with CX platforms such as Salesforce, Zendesk Guide and Support, or comparable knowledge base and support systems (not homegrown tools)
- Bias toward action and shipping—comfortable building frameworks that get adopted, not just designed
- Experience with QM platforms such as Maestro QA, Klaus, Playbox, Stella Connect, Tether AI, or similar quality automation tools
- Hands-on experience implementing AI-powered deflection projects using tools like Sierra, Ada, Decagon, Forethought, or comparable LLM-based platforms
- Experience in fintech, payments, regulated environments, or industries with complex compliance requirements
- Familiarity with training LMS tools and designing scalable learning programs
- Track record of redesigning legacy QA or training systems into modern, automated frameworks
- 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