CX Knowledge & Operations Enablement Specialist

Metropolis Technologies; Nashville (TN); On-site; USD 63,000 - 75,000; Full time

Job summary

Metropolis Technologies in Nashville is seeking a CX Operations Enablement Specialist to translate and steward our knowledge ecosystem. You will tear down process friction, embed our Trust-First approach, and ensure frontline agents and AI tools have access to accurate, empathetic information.

You’ll architect SOPs, maintain knowledge libraries, and drive First Contact Resolution by aligning with Operations, QA, Training, and AI Strategy, delivering localized assets for new locations and

Qualifications

• Experience managing knowledge bases or complex SOP documentation systems.
• Strong technical writing, editing, and documentation skills.
• Ability translate complex requirements into user-friendly docs.
• Solid project management with cross-functional alignment.
• Experience leveraging AI tools to optimize workflows.

Responsibilities

• Serve as the operational owner of Customer Experience knowledge, managing the customer-facing Help Center and internal Knowledge Library
• Lead the teardown and rebuild of legacy SOPs, replacing rigid policies with workflow-based guidance
• Build localized, compliant SOPs and decision trees for complex workflows
• Own and maintain the CX macro library (CX Answers) and FAQs to drive First Contact Resolution
• Serve as the CX liaison to Operations Launch teams ensuring knowledge assets are delivered before go-live
• Act as the bridge to Experience Integrity and Government Relations for compliant guardrails
• Structure knowledge for ingestion by AI agents and LLMs
• Partner with CX AI Content Analysts to close documentation gaps
• Conduct recurring knowledge audits with QA and Training

Skills

Knowledge base management

Technical writing

Cross-functional collaboration

AI tooling & workflows

Project management

Customer experience

Tools

Gladly

Zendesk

Guru

Confluence

Job description

Metropolis Technologies in Nashville is seeking a CX Operations Enablement Specialist to translate and steward our knowledge ecosystem. You will tear down process friction, embed our Trust-First approach, and ensure frontline agents and AI tools have access to accurate, empathetic information.

You’ll architect SOPs, maintain knowledge libraries, and drive First Contact Resolution by aligning with Operations, QA, Training, and AI Strategy, delivering localized assets for new locations and