Senior Manager of CX Enablement

Join Imprint as the Senior Manager of CX Enablement, where you will lead the quality, training, and knowledge management systems that drive our customer experience. This strategic leadership role involves designing QA frameworks, enabling AI-powered deflection, managing knowledge bases, and ensuring agent training excellence. You will collaborate closely with engineering, ops, product, and vendor teams to transform customer support from reactive to proactive. This position reports directly to the Director of Customer Operations and manages a small team of 2-3 associates.

• Conduire l'architecture qui relie les entrées de qualité aux systèmes d'IA, à la gestion des connaissances et aux résultats de formation.
• Posséder la stratégie et les opérations de la base de connaissances dans Zendesk, y compris les audits de contenu, les modèles de propriété, la cadence de rafraîchissement.
• Utiliser les données des plateformes de QM, de Sierra AI et de CSAT pour diagnostiquer les causes profondes des problèmes de qualité.
• You've worked alongside or implemented an AI deflection product (Sierra, Ada, Decagon, Forethought) and can speak credibly about what makes AI-mediated support actually work
• You're equally comfortable in a Looker dashboard and a Zendesk Guide CMS
• You've owned CX quality at a contact center scale of 200+ agents (in-house or BPO), built a QA framework from rubric through calibration, and shipped training programs that measurably moved agent performance
• 7+ years in customer experience, with 4+ years in quality management, training, enablement, or knowledge management roles
• Data fluency: able to analyze QA trends, CSAT drivers, sentiment data, and agent performance metrics to identify systemic issues vs. behavior gaps
• Strong technical fluency with CX platforms such as Salesforce, Zendesk Guide and Support, or comparable knowledge base and support systems (not homegrown tools)
• Hands-on experience implementing AI-powered deflection projects using tools like Sierra, Ada, Decagon, Forethought, or comparable LLM-based platforms
• Bias toward action and shipping—comfortable building frameworks that get adopted, not just designed
• Experience with QM platforms such as Maestro QA, Klaus, Playbox, Stella Connect, Tether AI, or similar quality automation tools
• Genuine curiosity about how AI is transforming customer service, with a demonstrated commitment to staying at the forefront of CX automation
• Exceptional writing skills with the ability to produce compliance-ready content that requires minimal iteration with legal or regulatory teams
• Experience owning CX quality, training, and enablement at scale (100+ agents, in-house or outsourced), ideally omnichannel
• Familiarity with training LMS tools and designing scalable learning programs
• Experience in fintech, payments, regulated environments, or industries with complex compliance requirements
• Track record of redesigning legacy QA or training systems into modern, automated frameworks
• 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