Sr. Manager of CX Enablement

About the role

Imprint is reimagining co-branded credit cards & financial products to be smarter, more rewarding, and truly brand-first. We partner with companies like Crate & Barrel, Rakuten, Booking.com, H-E-B, Fetch, and Shell to launch modern credit programs that deepen loyalty, unlock savings, and drive growth. Our platform combines advanced payments infrastructure, intelligent underwriting, and seamless UX to help brands offer powerful financial products-without becoming a bank. Co-branded cards account for over $300 billion in U.S. annual spend-but most are still powered by legacy banks. Imprint is the modern alternative: flexible, tech-forward, and built for today's consumer. Backed by Kleiner Perkins, Thrive Capital, and Khosla Ventures, we're building a world-class team to redefine how people pay-and how brands grow. If you want to work fast, solve hard problems, and make a real impact, we'd love 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

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 impl

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