Sr. Manager of CX Enablement

The role

You will own the quality, training, and knowledge management systems for Imprint's customer experience. This role involves designing QA frameworks, driving AI deflection strategy, and managing a small team of 2–3 associates.

What you will do

• Own the design, implementation, and continuous improvement of quality management frameworks.
• Lead knowledge base strategy and operations in Zendesk.
• Drive Sierra AI deflection strategy by analyzing feedback and optimizing knowledge for LLM ingestion.
• Partner with BPO training teams to design and monitor training programs.
• Build and maintain technical architecture connecting quality inputs to training outputs.
• Use data from QM platforms, Sierra AI, and CSAT to diagnose root causes of quality issues.
• Lead partner launch readiness by designing QA strategies and training plans.
• Establish cross-functional collaboration with vendor ops, engineering, product, and legal teams.
• Manage and develop a team of 2–3 associates.

Required qualifications

• 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)
• 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 to produce compliance-ready content
• Data fluency to analyze QA trends, CSAT drivers, sentiment data, and agent performance metrics
• Bias toward action and shipping

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

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
• Access to One Medical and the option to enroll in an FSA
• 20 weeks of paid parental leave for the primary caregiver
• 8 weeks of paid parental leave for all new parents
• Access to industry-leading technology

About the company

Imprint helps brands grow customer lifetime value through modern credit programs and advanced payments infrastructure. They partner with companies like Crate & Barrel, Rakuten, and Shell to launch financial products.