Sr. Manager of CX Enablement
About the role
This role is a strategic leadership position within Imprint, a company that builds modern credit programs for brands. The Senior Manager of CX Enablement will oversee the quality, training, and knowledge management systems that power Imprint's customer experience.
Responsibilities
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.
Manage and develop a team of 2–3 associates responsible for execution, monitoring, and continuous improvement of quality and training operations.
Qualifications
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.
Bias toward action and shipping—comfortable building frameworks that get adopted, not just designed.
Data fluency: able to analyze QA trends, CSAT drivers, sentiment data, and agent performance metrics to identify systemic issues vs. behavior gaps.
Genuine curiosity about how AI is transforming customer service, with a demonstrated commitment to staying at the forefront of CX automation.