Imprint
Sr. Manager of CX Enablement
$150K–$180K
Remote · Remote · Manager · Full-time · Posted Oct 12, 2026
- Experience
- 7+ years in customer experience, including 4+ years in quality management, training, enablement, or knowledge management roles.
About the job
Leads the systems for customer support quality, training, and knowledge management, including AI-powered support deflection and partner launch readiness.
What you'll do
- Design and improve quality frameworks, training programs, and knowledge base operations across omnichannel support.
- Lead Sierra AI deflection enablement, using feedback and quality data to improve content and customer-facing AI support.
- Manage a team of 2–3 associates and coordinate quality and training initiatives with internal teams and BPO partners.
What they ask for
- 7+ years in customer experience, including 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).
- Hands-on experience implementing AI-powered deflection projects using LLM-based platforms.
- Technical fluency with CX platforms and experience with quality management platforms.
Nice to have
- Experience in fintech, payments, regulated environments, or complex compliance settings.
- Familiarity with training LMS tools and scalable learning programs.
Pay
$150K – $180K USD base salary
Tools
Sierra, Ada, Decagon, Forethought, Salesforce, Zendesk Guide, Zendesk Support, Maestro QA
AI focus
Enable and improve AI-powered customer support deflection by analyzing feedback, identifying knowledge gaps, optimizing content for LLM ingestion, and improving AI delivery.
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