Sr. Manager of CX Enablement

Imprint Technologies Inc.

Job Overview

Location

Remote

Job Type

Full-time

Full Job Description

📋 Description

• Own the end-to-end design, implementation, and continuous improvement of quality management frameworks that drive consistent agent performance across omnichannel customer support channels.
• Lead knowledge base strategy and operations within Zendesk Guide, including content audits, ownership models, refresh cadences, and optimization for both human agents and AI consumption.
• Drive the Sierra AI deflection strategy by analyzing feedback data, identifying content gaps, optimizing knowledge for LLM ingestion, and improving the accuracy and effectiveness of customer-facing AI responses.
• Partner with Imprint’s BPO training teams to design, monitor, and scale training programs that address systemic quality issues, leverage AI automation, and support new partner launches.
• Build and maintain the technical architecture connecting quality inputs (QA automation, CSAT, sentiment analysis) to training outputs and knowledge base improvements to ensure content quality compounds as the company scales.
• Use data from QM platforms, Sierra AI, and CSAT to diagnose root causes of quality issues, differentiating between agent behavior gaps and systemic or content-related problems.
• Lead partner launch readiness by designing QA strategies, training plans, and content requirements that prevent launch failures and avoid training debt.
• Establish and maintain cross-functional collaboration rhythms with vendor operations, engineering, product, fraud operations, 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.
• Complete a comprehensive knowledge base audit within the first 90 days, defining clear ownership models between customer service, engineering, and operations teams with defined SLAs for content refresh.
• Design and ship a new QA framework that replaces manual contact center approaches with fully automated quality scoring and clear performance expectations.
• Establish a Sierra AI deflection enablement system with daily feedback loops, gap detection mechanisms, and content optimization workflows for AI ingestion and delivery.
• Build a scalable partner launch QA and training strategy and apply it to an active launch, delivering measurable quality improvements over prior launches.
• Create a structured training rehaul plan in collaboration with the outsourcing partner, focusing on strategic oversight and outcome-based monitoring rather than activity tracking.
• Produce compliance-ready content with minimal iteration from legal or regulatory teams, ensuring all knowledge assets meet regulatory standards.
• Maintain technical fluency with CX platforms including Salesforce, Zendesk Guide and Support, and equivalent knowledge base and support systems.
• Leverage data from Maestro QA, Klaus, Playbox, Stella Connect, Tether AI, or similar QM platforms to drive quality improvements and training decisions.
• Demonstrate bias toward action by shipping frameworks that are adopted and operationalized, not just designed.
• Stay at the forefront of CX automation trends with genuine curiosity about how AI is transforming customer service delivery.

🎯 Requirements

• 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

🏖️ 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

Skills & Technologies

Senior

Remote

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Imprint Technologies Inc.

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About Imprint Technologies Inc.

Imprint Technologies Inc. operates a platform that lets brands issue co-branded payment cards and financial products directly to consumers. The company manages card program setup, underwriting, compliance, and ongoing servicing while providing APIs and dashboards for partners to configure rewards, launch cards, and track performance. Focused on embedded finance, Imprint serves consumer brands, marketplaces, and fintechs seeking white-label card solutions without building banking infrastructure.

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