CX Operations Enablement Specialist

About the Role

Metropolis is seeking a CX Operations Enablement Specialist to serve as the operational translator and steward of our Customer Experience knowledge ecosystem. In this role, you will tear down process friction, embed our "Trust-First" support philosophy, and ensure our frontline human agents and AI support tools have access to highly accurate, empathetic, and actionable information.

Responsibilities

• Serve as the operational owner of Customer Experience knowledge, managing the customer-facing Help Center and internal Knowledge Library
• Lead the comprehensive teardown and rebuild of legacy SOPs, replacing rigid policies with workflows anchored in our core framework: Acknowledge, Empathize, Verify, Resolve
• Build localized, compliant SOPs and decision trees for complex operational workflows, such as Dynamic Pricing disputes and 3rd-Party Reservation failures
li>Own, restructure, and maintain the Gladly CRM macro library (CX Answers) and FAQs to drive First Contact Resolution (FCR) while aligning with the Metropolis brand voice
• Serve as the primary CX liaison to Operations Launch teams, ensuring localized knowledge assets and documentation are delivered prior to go-live for new locations
• Act as the direct operational bridge to Experience Integrity and Government Relations to establish strictly compliant agent guardrails for regulatory-sensitive workflows
• Structure organizational knowledge clearly so it can be effectively ingested and retrieved by our AI Agent (Parker) and internal LLMs
• Partner with CX AI Content Analysts to close documentation gaps that cause AI hallucinations or routing failures
• Conduct recurring knowledge audits to identify gaps, partnering with QA and Training to ensure operational alignment

Requirements

• Experience managing or maintaining knowledge bases, help centers, or complex SOP documentation systems such as Gladly, Zendesk, Guru, or Confluence
• Experience in Customer Support, Customer Experience, or a fast-paced operational environment
• Strong technical writing, editing, and documentation skills with a hyper-focus on clarity, empathy, and usability
• Ability to translate complex, localized operational and legal requirements into user-friendly documentation for frontline BPO agents
• Strong project management skills, specifically in driving cross-functional alignment ahead of strict launch deadlines
• Experience leveraging AI tools to transform static workflows into responsive, high-output processes

Qualifications

While not required, these are a plus:

• Experience supporting AI-powered customer support solutions or familiarity with generative AI tools like Claude, Gemini, or ChatGPT
• Experience with Gladly, Zendesk, Intercom, or similar CRM platforms
• Experience creating customer support documentation at scale
• Understanding of information architecture, content strategy, and knowledge management best practices

Schedule

4 Days in Office: Metropolis values in-person collaboration to drive innovation, strengthen culture, and enhance the Member experience. Our corporate team members hold to our office-first model, which requires employees to be on-site at least four days a week, fostering organic interactions that spark creativity and connection.

Pay

The anticipated base salary for this position is $63,000.00 USD to $75,000.00 USD annually. The actual base salary offered is determined by a number of variables, including, as appropriate, the applicant's qualifications for the position, years of relevant experience, distinctive skills, level of education attained, certifications or other professional licenses held, and the location of residence and/or place of employment.

Benefits

Base salary is one component of Metropolis' total compensation package, which may also include:

• Access to or eligibility for healthcare benefits
• A 401(k) plan
• Short-term and long-term disability coverage
• Basic life insurance
• A lucrative stock option plan
• Bonus plans

Metropolis may utilize an automated employment decision tool (AEDT) to assess or evaluate your candidacy for employment or promotion. As part of this process, Metropolis retains data relevant to your candidacy, including personal information, for a period that is reasonably necessary for the use of the tool. If you are hired for the position, your data may become part of your employee records.