CX Enablement Lead: Process & Tools Strategy

United States Digital Space LLC; United States; Remote; USD 127,000 - 176,000; Full time

Benefits offered by this job

Medical insurance

401(k) retirement plan

Job summary

BILL is seeking a Staff CX Service Enablement Specialist to design, optimize, and govern CX workflows at scale within our CX Operations team. You will collaborate with CX leadership, IT BizTech, Analytics, and Workforce Management to turn complexity into streamlined processes and measurable outcomes.

You will drive end-to-end process strategy, mentor teammates, and shape the operational foundation for CX 2.0 while evaluating AI-powered tools to enhance agent enablement and customer outcomes.

Qualifications

• 7+ years of experience in service operations, process design, CX enablement, or business systems analysis in SaaS/fintech.
• Experience connecting tool capability to process strategy with CRM/CC platforms.
• Led cross-functional process improvement projects from discovery to measurement.
• Strong analytical skills using Tableau/Excel/Sheets to diagnose issues and quantify impact.
• Experience creating service documentation at scale (SOPs, diagrams, BRDs).
• Excellent communication and stakeholder management across CX, IT, analytics, and operations.
• Experience developing processes in agile, fast-paced environments.
• Bachelor’s degree in business, economics, or quantitative discipline.
• Hands-on experience with AI tools (Claude or similar) and eagerness to learn workflows.

Responsibilities

• Own end-to-end design and continuous improvement of CX service workflows.
• Lead cross-functional process improvement initiatives with measurable outcomes.
• Act as process design authority for CX systems and tools, ensuring alignment with workflows.
• Collaborate with IT BizTech, Analytics, Workforce Management, and Risk Management on requirements.
• Develop and maintain SOPs, playbooks, and training materials for frontline agents.
• Define and track KPIs for process effectiveness and tool adoption.
• Drive change management for new/updated workflows with stakeholder alignment.
• Evaluate emerging CX tech and build business cases for adoption.
• Mentor junior team members and promote knowledge sharing.

Skills

Process design

CX enablement

Cross-functional leadership

Data analysis

CRM platforms

Education

Bachelor’s degree in business/economics/quantitative field

Tools

Salesforce Service Cloud

Five9

Amazon Connect

MaestroQA

Calabrio

Job description

BILL is seeking a Staff CX Service Enablement Specialist to design, optimize, and govern CX workflows at scale within our CX Operations team. You will collaborate with CX leadership, IT BizTech, Analytics, and Workforce Management to turn complexity into streamlined processes and measurable outcomes.

You will drive end-to-end process strategy, mentor teammates, and shape the operational foundation for CX 2.0 while evaluating AI-powered tools to enhance agent enablement and customer outcomes.