Experience Enablement & Development Lead

This is a fully remote position, open to applicants in United States.

📋 Description

• Take ownership of the daily quality assurance, training, and process enhancement activities for the CX team.

• Manage and uphold the QA intelligence platform, including scoring models, rubrics, and calibration settings.

• Conduct calibration sessions with both internal and BPO teams.

• Convert platform insights into actionable feedback and training materials.

• Develop and create training curricula for agents and team leaders utilizing quality and CSAT data.

• Collaborate with BPO trainers to provide training for outsourced teams.

• Evaluate training effectiveness through performance data, quality trends, and learner feedback.

• Assist in the implementation of corrective action plans when quality or CSAT metrics do not meet targets.

• Monitor real-time QA dashboards to identify customer-impacting issues.

• Detect workflow gaps and process inefficiencies, facilitating process improvements.

• Reinforce onboarding and operational standards across in-house and BPO teams.

• Implement quality and training initiatives, integrating them into onboarding and SOPs.

• Develop and maintain current SOPs and process documentation.

• Identify opportunities for automation and track quality, training, process, and automation projects from conception to outcome.

• Collaborate with Insights & Communications, CX Operations, Automation, Workforce Management, and BPO leadership.

• Present data and a clear perspective in cross-functional discussions.

• Assist teams in adopting new tools, standards, and processes.

⛳️ Requirements

• 3–5 years of experience in a contact center, ecommerce, retail, or similar customer-facing environment.

• 3–5 years in training, quality assurance, education, or CX program roles.

• Proven experience in creating training programs from the ground up and facilitating them live.

• Ability to identify enablement needs from performance data and recommend suitable interventions.

• Capability to independently manage a program on a daily basis and escalate issues as necessary.

• Confidence in collaborating with cross-functional partners.

• Outstanding verbal and written communication skills.

• Highly process-oriented.

• Ability to excel in a fast-paced, changing environment.

• Availability to work some weekends and holidays.

• Bachelor’s degree in a related field is preferred.

🏝️ Benefits

• Discount available when purchasing FIGS stock voluntarily through the FIGS Employee Stock Purchase Plan.

• Comprehensive benefits and perks package focused on employee well-being.

• Premium medical, dental, and vision coverage.

• Full access to wellness services via Breethe and ClassPass.

• 100% FIGS-sponsored life insurance and disability insurance.

• 401(k) plan with company matching up to the first 6% of contributions.

• 12 company-observed holidays.

• Flexible vacation policy for salaried team members.

• Parental leave, new parent care meals, and support for transitioning back to work for primary caregivers.

• 50% discount on all FIGS products.

• Special family and friends code for 25% off site-wide.

• Access to FIGS Vet services.

• Discounted pet daycare services.

• Discounted pet insurance.

• Eligibility for benefits determined by hour requirements and length of service.