Senior Manager, CX Enablement

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🕒 vor 2 Monaten

🏄 California, New York – Remote

🏄 California – Remote 🗽 New York – Remote

💵 $150.000 - $180.000 / Jahr

⏰ Vollzeit

🟠 Senior

👔 Manager

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Imprint

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201 - 500 Mitarbeiter

💼 Beratung

📣 Marketing

💸 Finanzen

Consulting • Marketing • Finance

Imprint ist ein Technologieunternehmen, das sich auf die Entwicklung von Co-Branding-Finanzprodukten wie maßgeschneiderten Kreditkarten, Einlagenkonten und Ratenkrediten spezialisiert hat. Ihre Plattform ermöglicht eine tiefgreifende Anpassung, sodass ikonische Marken wie Turkish Airlines, Brooks Brothers und H-E-B die Benutzerbindung erhöhen, das Kundenengagement steigern und das Benutzerverhalten effektiver verstehen können. Imprint legt großen Wert darauf, jeder Marke ein maßgeschneidertes Erlebnis zu bieten und wird für schnelle, zuverlässige und personalisierte Finanzlösungen anerkannt.

Beschreibung

• 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

🎯 Anforderungen

• 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.

🏖️ Vorteile

• 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