Sr. Manager of CX Enablement

Job description

WHO WE ARE Imprint helps the world's best brands grow the lifetime value of their customers. We started with co-branded credit cards and rebuilt them to be smarter, more rewarding, and brand-first. We partner with companies like Crate & Barrel, Rakuten, Booking.com http://Booking.com, H-E-B, Fetch, and Shell to launch modern credit programs that deepen loyalty, unlock savings, and drive growth. But the card is just the beginning. We combine advanced payments infrastructure, intelligent underwriting, and deep customer data to create delightful and personalized experiences for members as well as efficient and profitable relationships for our brand partners. Our robust technology and world-class operations allow us and our brand partners to offer powerful financial products without becoming a bank. In the U.S., co-branded cards alone account for over $300 billion in annual spend, and most still run on decades-old legacy bank systems. Imprint is the modern alternative: flexible, embeddable, and built for how people actually pay today. Backed by Kleiner Perkins, Thrive Capital, Ribbit, and Khosla Ventures, we're building a world-class team to redefine how people pay and how brands grow. If you want to move fast, solve hard problems, and own real outcomes, we want to meet you. About You You've owned CX quality at a contact center scale of 200+ agents (in-house or BPO), built a QA framework from rubric through calibration, and shipped training programs that measurably moved agent performance. You're equally comfortable in a Looker dashboard and a Zendesk Guide CMS. You've worked alongside or implemented an AI deflection product (Sierra, Ada, Decagon, Forethought) and can speak credibly about what makes AI-mediated support actually work. Role Summary As Senior Manager of CX Enablement, you will own the quality, training, and knowledge management systems that power Imprint's customer experience. This is a strategic leadership role combining QA framework design, AI-powered deflection enablement, knowledge base ownership, and agent training excellence. You will drive the architecture that connects quality inputs to AI systems (Sierra), knowledge management, and training outputs—ensuring content quality compounds rather than degrades as Imprint scales. You'll partner closely with engineering, ops, product, and vendor teams to transform customer support from reactive to proactive through automation, rigorous quality frameworks, and data-driven training strategies. This role reports directly to the Director of Customer Operations and manages a small team of 2–3 associates focused on execution and continuous improvement. What Success Looks Like in the First 90 Days - Completed a comprehensive knowledge base audit with defined ownership model between CS, engineering, and ops, including refresh SLAs in Zendesk - Designed and shipped a new QA framework that moves from manual contact center approaches to fully automated quality scoring with clear expectations - Established Sierra AI deflection enablement system with daily feedback loops, gap detection, and content optimization for AI ingestion and delivery - Built a scalable partner launch QA and training strategy and applied it to an active launch with measurable quality improvements over prior launches - Created a structured training rehaul plan in collaboration with our outsourcing partner, focusing on strategic oversight and outcome monitoring - Established trusted partnerships with key cross-functional stakeholders including vendor ops, AI product team, partner success, compliance, and legal 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 Qualifications Required - 7+ years in customer experience, with 4+ years in quality management, training, enablement, or knowledge management roles - Experience owning CX quality, training, and enablement 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, or comparable LLM-based platforms - Strong technical fluency with CX platforms such as Salesforce, Zendesk Guide and Support, or comparable knowledge base and support systems (not homegrown tools) - Experience with QM platforms such as Maestro QA, Klaus, Playbox, Stella Connect, Tether AI, or similar quality automation tools - 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 to identify systemic issues vs. behavior gaps - 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 Nice to Have - Experience in fintech, payments, regulated environments, or industries with complex compliance requirements - Familiarity with training LMS tools and designing scalable learning programs - Background in customer education, support operations, or contact center quality leadership - Experience working with outsourced BPO partners and driving adoption of new quality or training standards - Track record of redesigning legacy QA or training systems into modern, automated frameworks PERKS & BENEFITS - Competitive compensation and equity packages - Leading configured work computers of your choice - Flexible paid time off - Fully covered, high-quality healthcare, including fully covered dependent coverage - Additional health coverage includes access to One Medical and the option to enroll in an FSA - 20 weeks of paid parental leave for the primary caregiver and 8 weeks for all new parents - Access to industry-leading technology across all of our business units, stemming from our philosophy that we should invest in resources for our team that foster innovation, optimization, and productivity Imprint is committed to a diverse and inclusive workplace. Imprint is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status. Imprint welcomes talented individuals from all backgrounds who want to build the future of payments and rewards. If you are passionate about FinTech and eager to grow, let’s move the world forward, together.