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

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.

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

Senior Manager, CX Enablement

Key skills