CX Enablement & Knowledge Ops Lead

AI Chopping Block; Nashville, Northern (TN, KY); Hybrid; USD 63,000 - 75,000; Full time

Benefits offered by this job

Healthcare benefits

401(k) plan

Stock options

Bonus plans

Disability insurance

Life insurance

Job summary

Metropolis is hiring a CX Operations Enablement Specialist to act as the operational translator for our Customer Experience knowledge ecosystem. You will tear down process friction, embed a Trust-First support philosophy, and ensure frontline agents and AI tools have access to accurate, empathetic, and actionable information.

You will architect SOPs, manage knowledge libraries, and empower teams to drive First Contact Resolution and exceptional customer outcomes.

Qualifications

• 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
• 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

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
• 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

Skills

Knowledge base management

Technical writing

Project management

Customer support experience

Cross-functional collaboration

AI tooling experience

Tools

Gladly

Zendesk

Confluence

Guru

Job description

Metropolis is hiring a CX Operations Enablement Specialist to act as the operational translator for our Customer Experience knowledge ecosystem. You will tear down process friction, embed a Trust-First support philosophy, and ensure frontline agents and AI tools have access to accurate, empathetic, and actionable information.

You will architect SOPs, manage knowledge libraries, and empower teams to drive First Contact Resolution and exceptional customer outcomes.