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Imprint
Sr. Manager Of Cx Enablement
Remote · USA · Full time · Senior level
$150k–$180k / year
About the role
Lead quality, training, and knowledge management systems for Imprint's customer experience. Drive AI-powered deflection enablement and agent training excellence.
What you’ll do
• Design and improve quality management frameworks. • Lead knowledge base strategy and operations in Zendesk. • Drive Sierra AI deflection strategy and content optimization. • Partner with BPO training teams to design training programs. • Manage a team of 2–3 associates for quality and training operations.
What you’ll bring
• 7+ years in customer experience with 4+ in quality management. • Experience with AI-powered deflection tools like Sierra or Ada. • Technical fluency with Salesforce, Zendesk Guide and Support. • Experience with QM platforms like Maestro QA or Klaus. • Strong writing and data analysis skills for QA and CSAT trends.
Life at Imprint
Competitive compensation and equity packages. Flexible paid time off and fully covered healthcare including dependents. 20 weeks paid parental leave for primary caregiver. Access to industry-leading technology and configured work computers.
About Imprint
Imprint partners with top brands to create modern co-branded credit card programs and personalized financial experiences. They combine advanced payments infrastructure and AI to redefine payments and customer loyalty.