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Imprint is a fintech company that partners with major brands (Crate & Barrel, Rakuten, Booking.com, H-E-B, Shell, Fetch) to build modern co-branded credit card programs and payments infrastructure. The company combines advanced payments technology, intelligent underwriting, and customer data to create personalized financial experiences at scale.
As Senior Manager of CX Enablement, you will own the quality, training, and knowledge management systems that power Imprint's customer experience operations. This is a strategic leadership role that combines QA framework design, AI-powered deflection enablement, knowledge base ownership, and agent training excellence. You will report directly to the Director of Customer Operations and manage a team of 2–3 associates.
Key responsibilities include:
- Design, implement, and continuously improve quality management frameworks that drive consistent agent performance across omnichannel support channels
- 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 BPO training teams to design and monitor training programs that address systemic quality issues and scale effectively with new partner launches
- Build and maintain the technical architecture connecting 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 and differentiate agent behavior from systemic or content gaps
- Lead partner launch readiness by designing QA strategies, training plans, and content requirements
- 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
In the first 90 days, success looks like: completing a comprehensive knowledge base audit with defined ownership model and refresh SLAs; designing and shipping a new QA framework with automated quality scoring; establishing Sierra AI deflection enablement with daily feedback loops; building a scalable partner launch QA and training strategy; creating a structured training rehaul plan; and establishing trusted partnerships with key cross-functional stakeholders.
REQUIREMENTS:
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
- 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 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
