Staff CX Service Enablement

At BILL, we believe in empowering the businesses that drive our economy. By replacing outdated financial processes with innovative tools, we help businesses—from startups to established brands—make smarter decisions and gain control of their operations. We’re creating the future of financial automation so businesses can spend more time on what matters. Working here means you become part of a vision-driven team that’s ready to tackle challenges and build cutting-edge solutions. We value purpose, drive, and curiosity—and we thrive in a fast-paced, ever-changing environment. Whether in one of our offices in San Jose, CA, Draper, UT, or in a remote-eligible role, BILLders collaborate to deliver real impact for businesses that need more time in their busy weeks.

About the role

Customer Experience (CX) is a group of bold, goal-oriented, fast-moving, and customer-obsessed individuals who care deeply for each other’s success, growth, and development. We take fierce pride in the opportunity our CX team has to positively impact customers’ businesses and their lives. We are now writing the next chapter of our customer experience journey—CX 2.0—bringing the best of our customer-obsessed frontline associates and humanized digital experiences together for an effortless, seamless experience for our customers.

As a Staff CX Service Enablement Specialist on the CX Operations team, you will own the design, optimization, and governance of the service processes and workflows that power BILL’s customer experience at scale. This Staff-level position takes a broader view—driving end-to-end process strategy, leading cross-functional improvement initiatives, and shaping the operational foundation of CX 2.0. You will partner directly with CX leadership, IT BizTech, Insights & Analytics, Workforce Management, and Enterprise Risk Management to turn operational complexity into streamlined, measurable outcomes.

Responsibilities

• Own the end-to-end design, documentation, and continuous improvement of service workflows across CX channels, ensuring processes scale with organizational growth and CX 2.0 priorities.
• Lead process improvement initiatives by mapping current-state workflows, diagnosing friction points through data analysis, and building optimized future-state processes with clear success metrics.
• Serve as the process design authority for CX systems and tools—including Salesforce Service Cloud, Five9, Amazon Connect, MaestroQA, and Calabrio—ensuring tool configurations align with operational workflows and agent enablement goals.
• Partner with IT BizTech, Insights & Analytics, Workforce Management, and Enterprise Risk Management to translate cross-functional business requirements into actionable process and enablement solutions.
• Develop and maintain standard operating procedures, playbooks, and decision frameworks that equip frontline agents to deliver fast, accurate, and consistent customer outcomes.
• Define and track KPIs that measure process effectiveness, tool adoption, and enablement impact at the individual, segment, and organizational level.
• Drive change management for new and updated workflows, including stakeholder alignment, communication plans, and coordination with enablement and training partners.
• Evaluate emerging CX technologies and AI-powered contact center tools, building business cases for adoption that advance the CX 2.0 roadmap.
• Mentor and guide junior Service Enablement team members, contributing to team development and knowledge sharing.

Requirements

• 7+ years of experience in service operations, process design, CX enablement, or business systems analysis within a SaaS or fintech environment.
• Deep experience with CRM and contact center platforms such as Salesforce Service Cloud, Five9, Amazon Connect, MaestroQA, Calabrio, or similar tools—not just as an administrator, but as someone who connects tool capability to process strategy.
• Demonstrated ability to lead complex, cross-functional process improvement projects from discovery through implementation and measurement.
• Strong analytical skills with proficiency in tools such as Tableau, Excel, and Google Sheets to diagnose operational issues, build business cases, and quantify the impact of changes.
• Experience creating service documentation at scale, including SOPs, workflow diagrams, business requirements documents, and agent-facing knowledge content.
• Excellent communication and stakeholder management skills, with a track record of influencing without authority across CX, IT, analytics, and operations teams.
• Experience developing and implementing processes and operating rhythms in an agile, fast-paced environment.
• Bachelor’s degree in business, economics, or a quantitative discipline, or equivalent experience.

Qualifications

• Experience in fintech, payments, or financial services, particularly supporting SMB customers.
• Lean Six Sigma, BPM, or similar process improvement certification.
• Experience with AI-powered contact center tools and automation strategy.
• Background in user acceptance testing (UAT) case creation and execution for CX platform implementations.
• Experience building or managing enablement programs that combine process documentation with agent training and coaching.

This position is not eligible for visa sponsorship. Applicants must have authorization to work in the United States without requiring visa sponsorship now or in the future.

Pay

The estimated salary ranges for this role in the specific geographic zones are as follows:

• Zone 1: San Francisco Bay Area CA (includes HQ), New York City, Seattle, Los Angeles County: $140,700—$176,000 USD
• Zone 2: CA (Non San Francisco Bay Area and Los Angeles County), Austin TX, Massachusetts: $126,700—$158,400 USD
• Zone 3: Utah (includes Utah office), Dallas TX, Houston TX, Florida, North Carolina, Illinois, Colorado, Arizona, Georgia, Oregon, Pennsylvania: $119,700—$149,700 USD

Benefits

• 100% paid employee health, dental, and vision plans (choose HMO, PPO, or HDHP)
• HSA & FSA accounts
• Life Insurance, Long & Short-term disability coverage
• Employee Assistance Program (EAP)
• 11+ Observed holidays and wellness days, plus flexible time off
• Employee Stock Purchase Program with employee discounts
• Wellness & Fitness initiatives
• Employee recognition and referral programs