Senior CX Enablement Lead — AI-Driven Quality & Training

Imprint; United States; Remote; USD 140,000 - 200,000; Full time

Benefits offered by this job

Competitive compensation

Equity packages

Flexible PTO

Healthcare coverage

Parental leave

One Medical access

Job summary

Imprint is seeking a Senior Manager of CX Enablement to own quality, training, and knowledge management systems that power its customer experience. This strategic role combines QA framework design, AI-powered deflection enablement, knowledge base ownership, and agent training excellence.

You will drive architecture that connects quality inputs to AI systems (Sierra), knowledge management, and training outputs—ensuring content quality compounds as Imprint scales, partnering with engineering, ops,

Qualifications

• 7+ years in customer experience, with 4+ years in quality management, training, enablement, or knowledge management roles
• Experience owning CX quality at scale (100+ agents, in-house or outsourced), ideally omnichannel
• Hands-on experience implementing AI-powered deflection projects using tools like Sierra, Ada, Decagon, Forethought
• Strong technical fluency with CX platforms such as Salesforce, Zendesk Guide and Support
• Experience with QM platforms such as Maestro QA, Klaus, Playbox, Stella Connect, Tether AI
• Exceptional writing skills with the ability to produce compliance-ready content that requires minimal iteration with legal or regulatory teams
• Data fluency: able to analyze QA trends, CSAT drivers, sentiment data, and agent performance metrics
• Bias toward action and shipping—comfortable building frameworks that get adopted, not just designed
• Genuine curiosity about how AI is transforming customer service, with a demonstrated commitment to staying at the forefront of CX automation

Responsibilities

• Own the design, implementation, and continuous improvement of quality management frameworks that drive consistent agent performance across omnichannel support
• Lead knowledge base strategy and operations in Zendesk, including content audits, ownership models, refresh cadence, and optimization for both human agents and AI consumption
• Drive Sierra AI deflection strategy by analyzing feedback data, identifying content gaps, optimizing knowledge for LLM ingestion, and improving customer-facing AI delivery
• Partner with Imprints BPO training teams to design and monitor training programs that address systemic quality issues, leverage AI automation, and scale effectively with new partner launches
• Build and maintain the technical architecture that connects quality inputs (QA automation, CSAT, sentiment analysis) to training outputs and knowledge base improvements
• Use data from QM platforms, Sierra AI, and CSAT to diagnose root causes of quality issues—differentiating agent behavior from systemic or content gaps
• Lead partner launch readiness by designing QA strategies, training plans, and content requirements that prevent launch failures and training debt
• Establish cross-functional collaboration rhythms with vendor ops, engineering, product, fraud ops, partner success, compliance, and legal teams
• Manage and develop a team of 2-3 associates responsible for execution, monitoring, and continuous improvement of quality and training operations

Skills

CX leadership

Quality management

Training enablement

AI deflection

Data analytics

Tools

Salesforce

Zendesk

Maestro QA

Klaus

Stella Connect

Tether AI

Sierra AI

Ada

Decagon

Forethought

Job description

Imprint is seeking a Senior Manager of CX Enablement to own quality, training, and knowledge management systems that power its customer experience. This strategic role combines QA framework design, AI-powered deflection enablement, knowledge base ownership, and agent training excellence.

You will drive architecture that connects quality inputs to AI systems (Sierra), knowledge management, and training outputs—ensuring content quality compounds as Imprint scales, partnering with engineering, ops,