CX Enablement & Operations Manager

Job description

## ⌘ Role Overview The **Enablement & Operations Manager** owns the systems, processes, and enablement that allow Customer Support and Trust & Safety to run consistently and at scale. The role spans two connected areas: **Enablement** (knowledge and documentation standards, onboarding and training, and ownership of the quality programme) and **Operations** (tooling, Zendesk configuration, automation and AI-assisted workflows, taxonomies, and reporting). This is a hands-on leadership role. You are the point of accountability for how the CX function operates day to day, expected to independently identify gaps, propose solutions, and drive them through to implementation. You stay close to reality through system monitoring, dashboards, and quality insight rather than frontline ticket handling, and you line-manage a QA Analyst. ## ⌘ Key Responsibilities **Enablement, Knowledge & Training** - Own the Help Centre and internal support documentation standards, including macros, workflows, and SOPs. - Own onboarding and ramp frameworks and set training priorities so representatives are consistently well-equipped. - Keep knowledge content accurate, current, and easy for the team to apply, closing gaps proactively. **Quality** - Own the QA framework and standards across the CX function. - Line-manage a QA Analyst, and turn quality findings into coaching, content, process, and automation improvements. **CX Systems, Tooling & Automation** - Own CX tooling standards and Zendesk system configuration: routing, triggers, automations, and escalation logic across Customer Support and Trust & Safety. - Lead the continuous rollout and governance of AI-assisted support and moderation workflows, including prompt configuration, automation rules, quality checks, and safeguards. - Own intent, sentiment, and feedback taxonomies, ensuring tagging reflects customer context and risk. - Monitor automation performance and decide when adjustments, safeguards, or rollbacks are needed. **Insights, Reporting & Cross-Functional Collaboration** - Own CX operational dashboards and reporting standards, giving leadership timely visibility into volume, automation performance, sentiment, and trends. - Represent CX systems and enablement in cross-functional work with Product, Tech, Data, and Operations, supporting launches, policy, and process changes. ## ⌘ Expected Outcomes **Within 6–12 months, success looks like:** - CX teams operate on clear, stable, well-governed systems and documentation. - Zendesk workflows, automations, and escalation paths support Customer Support and Trust & Safety without friction. - AI-assisted workflows are trusted, monitored, and governed, with clear quality controls. - The Help Centre and internal documentation are rebuilt to standard and consistently used. - Quality is measured through a clear framework, with the QA Analyst delivering reliable insight. - CX leadership has early visibility into pain points, safety risks, and operational bottlenecks. ## ⌘ Skills & Competencies - Strong understanding of CX operations and customer-facing workflows. - Proven experience owning CX tooling and operational systems, especially Zendesk. - Ability to design, test, and QA automation and AI-assisted workflows. - Systems-oriented thinker with strong execution discipline and attention to detail in quality- and risk-sensitive environments. - Data-literate, comfortable working with dashboards and operational metrics. - Clear communicator and effective people manager, able to influence peers and stakeholders. ## ⌘ Required Experience - 3–5+ years in CX Operations, Support Operations, or Enablement, or a closely related role. - Strong hands-on experience with Zendesk (configuration, workflows, routing, reporting). - Experience leading automation or tooling initiatives in an operational environment. - Experience managing or coaching others. - Exposure to AI-assisted support or moderation tools is a plus. - Strong fluency in English required. ## ⌘ Recruitment process - **Introduction Interview (30min):** A conversation with Talent Acquisition to discuss your experience, goals, and fit with Timeleft's mission. - **Panel Interview (45min):** A joint conversation with the Customer Support Manager and Trust & Safety Manager, the peers you'll partner with most closely. - **Take-Home Test:** A practical exercise reflecting typical operational and tooling scenarios in the role. - **Final Interview (45min):** A follow-up with the Head of Customer Experience to review your take-home and confirm alignment.