Senior Manager, CX Enablement

🕒 Maio 21

🏄 California, New York – Remoto

🏄 California – Remote 🗽 New York – Remote

💵 $150.000 - $180.000 / ano

⏰ Tempo Integral

🟠 Sênior

👔 Gerente

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Imprint

SiteLinkedInTodas as Vagas

201 - 500 funcionários

💸 Finanças

💳 Fintech

🤝 B2B

Finance • Fintech • B2B

Imprint é uma empresa de tecnologia que se especializa em criar produtos financeiros co-branded, como cartões de crédito sob medida, contas de depósito e empréstimos parcelados. Sua plataforma permite personalização profunda, capacitando marcas icônicas como Turkish Airlines, Brooks Brothers e H-E-B a aumentar a lealdade do usuário, aumentar o engajamento do cliente e entender o comportamento dos usuários de forma mais eficaz. A Imprint dá grande ênfase em oferecer uma experiência personalizada para cada marca, e é reconhecida por fornecer soluções financeiras rápidas, confiáveis e personalizadas.

Descrição

• 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 Imprint's 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

🎯 Requisitos

• 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.

🏖️ Benefícios

• 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