Remote opportunity at
ImprintSr. Manager of CX Enablement
Imprint is a financial technology company that constructs modern, brand-first payment and co-branded credit programs for major brands such as Shell, Booking.com, and Crate & Barrel.…
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About This Role
Imprint is a financial technology company that constructs modern, brand-first payment and co-branded credit programs for major brands such as Shell, Booking.com, and Crate & Barrel. The firm combines advanced payments infrastructure with intelligent underwriting to help businesses build deeper customer loyalty without acting as a bank. Backed by prominent venture capital firms, Imprint is expanding its operations and seeking a Sr. Manager of CX Enablement . In this strategic…
Job Description
Imprint is a financial technology company that constructs modern, brand-first payment and co-branded credit programs for major brands such as Shell, Booking.com, and Crate & Barrel. The firm combines advanced payments infrastructure with intelligent underwriting to help businesses build deeper customer loyalty without acting as a bank. Backed by prominent venture capital firms, Imprint is expanding its operations and seeking a Sr. Manager of CX Enablement.
In this strategic leadership position, you will head the knowledge management systems, training programs, and quality assurance frameworks that shape customer service delivery. Reporting directly to the Director of Customer Operations, you will oversee a small team of two to three associates while collaborating cross-functionally with engineering, product, compliance, legal, and outsourcing partners. Your focus will center on building the architecture that connects quality metrics to automated systems, optimizing knowledge bases for both human agents and artificial intelligence, and transitioning customer support from a reactive model to a proactive, automated operation.
This role suits professionals with extensive experience in customer experience who excel at designing QA frameworks, managing knowledge bases in Zendesk, and implementing AI-driven deflection tools. Ideal candidates combine strong data fluency with a bias for action and a deep curiosity about how artificial intelligence transforms customer service operations.
Responsibilities
- Design, implement, and continually refine quality management frameworks to ensure consistent agent performance across omnichannel support
- Lead knowledge base strategy and operations within Zendesk, managing content audits, ownership structures, refresh cadences, and optimization for human and AI consumption
- Drive the Sierra AI deflection strategy by evaluating feedback data, addressing content gaps, and optimizing knowledge for LLM ingestion and customer-facing delivery
- Partner with outsourcing BPO training teams to formulate and monitor educational programs that resolve systemic quality issues and scale alongside new brand launches
- Build and maintain technical architecture linking quality inputs like QA automation, CSAT, and sentiment analysis to training outputs and knowledge enhancements
- Analyze data from quality management platforms, Sierra AI, and CSAT metrics to diagnose the root causes of quality discrepancies
- Lead partner launch readiness by creating QA strategies, training plans, and content requirements to mitigate launch failures
- Establish cross-functional collaboration rhythms with vendor operations, engineering, product, fraud operations, partner success, compliance, and legal teams
- Manage, develop, and mentor a team of two to three associates focused on the continuous improvement of quality and training operations
Requirements
- At least 7 years of total experience in customer experience
- At least 4 years of specific experience in quality management, training, enablement, or knowledge management roles
- Prior experience owning CX quality, training, and enablement at scale for a volume of 100 or more agents, whether in-house or outsourced
- Hands-on implementation background with AI-powered deflection tools such as Sierra, Ada, Decagon, Forethought, or comparable LLM platforms
- Strong technical familiarity with enterprise CX platforms including Salesforce or Zendesk Guide and Support
- Direct experience utilizing quality management platforms such as Maestro QA, Klaus, Playbox, Stella Connect, or Tether AI
- Exceptional writing capabilities to produce compliance-ready content requiring minimal iteration with legal or regulatory departments
- Data fluency to analyze QA trends, customer satisfaction drivers, sentiment statistics, and agent performance metrics
Qualifications
- Background working in fintech, payments, highly regulated environments, or industries with complex compliance mandates
- Familiarity with learning management systems and the design of scalable learning programs
- Past involvement in customer education, support operations, or contact center quality leadership
- Direct experience collaborating with outsourced BPO partners to drive the adoption of new quality or training standards
- Track record of modernizing legacy QA or training systems into automated frameworks
Core Skills
Benefits
- Competitive compensation and equity packages
- Choice of leading configured work computers
- Flexible paid time off
- Fully covered healthcare including full dependent coverage
- Access to One Medical and the option to enroll in a flexible spending account
- 20 weeks of paid parental leave for primary caregivers and 8 weeks for all other new parents
- Access to industry-leading technology across business units
Frequently Asked Questions
Answers are based only on the employer’s listing; where it doesn’t say, neither do we.
What is the location and remote status of this job?
The position is remote.
What is the salary range for the Sr. Manager of CX Enablement role?
The salary ranges from USD 150,000 to 180,000 per year.
What is the employment type?
The posting specifies the employment type as full-time.
Who does this role report to and does it manage anyone?
This position reports directly to the Director of Customer Operations and manages a small team of two to three associates.
Sample Interview Questions
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