Senior Manager of CX Enablement

Join Imprint as the Senior Manager of CX Enablement, where you will lead the quality, training, and knowledge management systems that drive our customer experience. This strategic leadership role involves designing QA frameworks, enabling AI-powered deflection, managing knowledge bases, and ensuring agent training excellence. You will collaborate closely with engineering, ops, product, and vendor teams to transform customer support from reactive to proactive. You will report directly to the Director of Customer Operations and manage a small team focused on execution and continuous improvement.

• Conception et mise en œuvre d'un cadre d'assurance qualité automatisé, reliant les entrées de qualité aux systèmes d'IA.
• Gestion de l'architecture technique reliant les entrées de qualité aux sorties de formation et aux améliorations de la base de connaissances.
• Direction de l'équipe responsable de l'exécution, de la surveillance et de l'amélioration continue des opérations de qualité et de formation.

• You've owned CX quality at a contact center scale of 200+ agents (in-house or BPO), built a QA framework from rubric through calibration, and shipped training programs that measurably moved agent performance
• You've worked alongside or implemented an AI deflection product (Sierra, Ada, Decagon, Forethought) and can speak credibly about what makes AI-mediated support actually work
• You're equally comfortable in a Looker dashboard and a Zendesk Guide CMS
• Data fluency: able to analyze QA trends, CSAT drivers, sentiment data, and agent performance metrics to identify systemic issues vs. behavior gaps
• Experience owning CX quality, training, and enablement at scale (100+ agents, in-house or outsourced), ideally omnichannel
• Genuine curiosity about how AI is transforming customer service, with a demonstrated commitment to staying at the forefront of CX automation
• Exceptional writing skills with the ability to produce compliance-ready content that requires minimal iteration with legal or regulatory teams
• 7+ years in customer experience, with 4+ years in quality management, training, enablement, or knowledge management roles
• Strong technical fluency with CX platforms such as Salesforce, Zendesk Guide and Support, or comparable knowledge base and support systems (not homegrown tools)
• Bias toward action and shipping—comfortable building frameworks that get adopted, not just designed
• Experience with QM platforms such as Maestro QA, Klaus, Playbox, Stella Connect, Tether AI, or similar quality automation tools
• Hands-on experience implementing AI-powered deflection projects using tools like Sierra, Ada, Decagon, Forethought, or comparable LLM-based platforms
• Experience in fintech, payments, regulated environments, or industries with complex compliance requirements
• Familiarity with training LMS tools and designing scalable learning programs
• Track record of redesigning legacy QA or training systems into modern, automated frameworks
• Background in customer education, support operations, or contact center quality leadership
• Experience working with outsourced BPO partners and driving adoption of new quality or training standards