Sr. Manager of CX Enablement
Imprint· Commercial Operations Risk
Remote$150k - $180kFull-timePosted 5mo ago
About the role
Senior leadership role responsible for quality, training, and knowledge management systems powering Imprint's customer experience, including QA framework design, AI-powered deflection enablement, knowledge base ownership, and agent training excellence.
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 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
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), 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 (not homegrown tools)
- 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
Skills
Required:Quality management frameworksKnowledge base managementAI deflection / LLM optimizationCX platforms (Salesforce, Zendesk)QM platforms
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, stemming from our philosophy that we should invest in resources for our team that foster innovation, optimization, and productivity
Last updated Oct 21, 2026. Interested? Apply on the company site.
About Imprint
Built for impact, every step of the way.
Imprint Payments provides the technology powering co-branded credit card programs, with complete control over the experience, including rewards, marketing, and security.
credit cardsco-branded productsrewardsbanking platform
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