CX Enablement Lead: AI-Driven QA & Training (Equity)

Humamaria; United States; Vor Ort; USD 120.000 - 170.000; Vollzeit

Benefits dieser Stelle

Competitive compensation and equity

Fully covered healthcare

Flexible paid time off

Parental leave

Industry-leading technology resources

Zusammenfassung

Imprint is seeking a Senior Manager of CX Enablement to own quality, training, and knowledge management systems powering the customer experience. This strategic leadership role integrates QA framework design, AI-powered deflection, knowledge base ownership, and agent training excellence.

You will drive the architecture that links quality inputs to AI systems (Sierra), knowledge management, and training outputs, partnering with engineering, ops, product, and vendor teams to shift support from

Qualifikationen

• 7+ years in customer experience with 4+ years in quality management or enablement.
• Experience owning CX quality at scale (100+ agents).
• Hands-on AI-powered deflection projects with Sierra / Ada / Decagon / Forethought.
• Strong fluency with CX platforms such as Salesforce and Zendesk Guide/Support.
• Data fluency: QA trends, CSAT drivers, sentiment and metrics.
• Bias toward action and shipping; curious about AI in support.

Aufgaben

• Own design and continuous improvement of quality management frameworks across omnichannel support.
• Lead knowledge base strategy and operations in Zendesk; content audits and refresh cadence.
• Drive Sierra AI deflection strategy via data, gaps, and content optimization.
• Collaborate with BPO training teams to design scalable QA and training for new launches.
• Architect the system connecting QA inputs to training outputs and KB improvements.
• Diagnose root causes of quality issues using QM platforms and CSAT data.
• Lead partner launch readiness with QA strategies and content requirements.
• Establish cross-functional rhythms with vendor ops, engineering, product, and legal.
• Manage a team of 2–3 associates focused on quality and training execution.

Kenntnisse

CX quality management

Quality assurance

AI-powered deflection

Zendesk guidance

Salesforce fluency

Tools

Zendesk Guide

Salesforce

Jobbeschreibung

Imprint is seeking a Senior Manager of CX Enablement to own quality, training, and knowledge management systems powering the customer experience. This strategic leadership role integrates QA framework design, AI-powered deflection, knowledge base ownership, and agent training excellence.

You will drive the architecture that links quality inputs to AI systems (Sierra), knowledge management, and training outputs, partnering with engineering, ops, product, and vendor teams to shift support from