Senior Manager, CX Enablement

This is a fully remote position, open to applicants in California, +1 more state.

📋 Description

• Take charge of the design, execution, and ongoing enhancement of quality management frameworks that ensure consistent agent performance across omnichannel support channels.

• Lead the strategy and operations for the knowledge base in Zendesk, which includes conducting content audits, establishing ownership models, determining refresh schedules, and optimizing for both human agents and AI utilization.

• Propel the Sierra AI deflection strategy by analyzing feedback data, pinpointing content gaps, optimizing knowledge for LLM ingestion, and enhancing customer-facing AI delivery.

• Collaborate with Imprint's BPO training teams to create and oversee training programs that tackle systemic quality challenges, leverage AI automation, and scale effectively with new partner launches.

• Develop and maintain the technical architecture that links quality inputs (QA automation, CSAT, sentiment analysis) to training outputs and enhancements in the knowledge base.

• Utilize data from QM platforms, Sierra AI, and CSAT to identify the root causes of quality issues—distinguishing between agent behavior and systemic or content shortcomings.

• Lead readiness for partner launches by crafting QA strategies, training plans, and content specifications that avert launch failures and training debt.

• Foster collaborative efforts across functions with vendor operations, engineering, product, fraud operations, partner success, compliance, and legal teams.

• Oversee and mentor a team of 2–3 associates responsible for executing, monitoring, and continuously improving quality and training operations.

⛳️ Requirements

• A minimum of 7 years in customer experience, including at least 4 years in quality management, training, enablement, or knowledge management roles.

• Proven experience in managing CX quality, training, and enablement at scale (100+ agents, whether in-house or outsourced), preferably across omnichannel environments.

• Practical experience in implementing AI-powered deflection projects using tools such as Sierra, Ada, Decagon, Forethought, or similar LLM-based platforms.

• Strong technical proficiency with CX platforms like Salesforce, Zendesk Guide and Support, or comparable knowledge base and support systems (excluding homegrown tools).

• Familiarity with QM platforms such as Maestro QA, Klaus, Playbox, Stella Connect, Tether AI, or similar quality automation tools.

• Outstanding writing abilities with a knack for producing compliance-ready content that requires minimal revision from legal or regulatory teams.

• Data fluency: capable of analyzing QA trends, CSAT drivers, sentiment data, and agent performance metrics to identify systemic issues versus behavior gaps.

• A bias towards action and execution—comfortable building frameworks that are adopted, not just designed.

• A genuine interest in how AI is reshaping customer service, along with a demonstrated commitment to remaining at the forefront of CX automation.

🏝️ Benefits

• Competitive salary and equity packages.

• Choice of leading configured work computers.

• Flexible paid time off policy.

• Comprehensive, high-quality healthcare coverage, including dependent coverage at no cost.

• Additional health benefits include 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 business units, based on our philosophy of investing in resources that promote innovation, optimization, and productivity.