Sr. Manager of CX Enablement
Core
Own the quality, training, and knowledge management systems powering customer experience for a fintech payments platform serving brands and consumers.
Role type
Senior Manager of CX Enablement (Strategic Leadership)
Builds
Automated quality scoring frameworks, AI deflection systems, and scalable training programs for omnichannel support.
Domain
Fintech / Payments / Customer Experience
Required skills
CX quality management at scale, AI-powered deflection strategy, knowledge base architecture, training program design, data fluency, cross-functional stakeholder management, technical fluency with CX platforms, QM platform expertise, compliance writing
Preferred skills
Fintech experience, LMS tool familiarity, BPO partner management, legacy system modernization
Technologies
Sierra, Zendesk Guide, Salesforce, Maestro QA, Klaus, Playbox, Stella Connect, Tether AI
Responsibilities
Design and implement quality management frameworks for omnichannel support; Lead knowledge base strategy and operations in Zendesk; Drive Sierra AI deflection strategy by optimizing content for LLM ingestion; Partner with BPO teams to design and monitor training programs; Build technical architecture connecting quality inputs to training outputs; Use data to diagnose root causes of quality issues; Lead partner launch readiness; Manage a team of 2–3 associates
Seniority
Senior, hands-on IC with small team management
