CX Enablement Leader: AI-Driven Quality & Training

Imprint; United States; On-site; USD 140,000 - 180,000; Full time

Job summary

Imprint is seeking a Senior Manager of CX Enablement to own quality, training, and knowledge management systems that power customer experience. You will design QA frameworks, implement AI-powered deflection, and lead content and training excellence across channels.

You will partner with engineering, ops, product, and vendor teams to scale proactive support, build scalable knowledge bases, and drive measurable improvements in agent performance and customer outcomes.

Qualifications

• 7+ years in customer experience, with 4+ years in quality management, training, enablement, or knowledge management.
• Experience leading CX quality and training at scale, omnichannel preferred.
• Strong writing skills and ability to produce compliant content with legal/regulatory teams.

Responsibilities

• Own the design, implementation, and continuous improvement of quality management frameworks that drive consistent agent performance across omnichannel support.
• Lead CX knowledge base strategy and operations in Zendesk Guide, including content audits and refresh cadence.
• Drive AI deflection enablement and integration with Sierra and related LLM-based platforms.
• Partner with engineering, ops, product, and vendor teams to scale quality and training initiatives.
• Manage a small team of 2–3 associates and oversee execution, monitoring, and continuous improvement.

Skills

QA framework design

AI-powered deflection

Knowledge management

Agent training excellence

Data-driven decision making

Looker dashboards

Zendesk Guide

Content quality assurance

Tools

Zendesk

Salesforce

Sierra AI

Maestro QA

Klaus

Playbox

Stella Connect

Tether AI

Job description

Imprint is seeking a Senior Manager of CX Enablement to own quality, training, and knowledge management systems that power customer experience. You will design QA frameworks, implement AI-powered deflection, and lead content and training excellence across channels.

You will partner with engineering, ops, product, and vendor teams to scale proactive support, build scalable knowledge bases, and drive measurable improvements in agent performance and customer outcomes.