Imprint

2 months ago

Sr. Manager of CX Enablement

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 4 hours agoStatus: Live

Job Summary

Senior leadership role owning quality, training, and knowledge management for Imprint’s customer experience. Leads QA framework design, AI-powered deflection enablement, knowledge base ownership, and agent training at scale, partnering with engineering, ops, product, and vendors to shift CS from reactive to proactive via automation and data-driven strategies.

Location: New York, San Francisco

Workplace: Remote

Employment Type: Full time

Job Function: Program & Project Management (PMO)

Seniority: Sr. Manager level

Key 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

Pay and Benefits

Salary: USD 150,000 - 180,000

Equity and Bonus:Equity

Perks:EquityHealth InsuranceParental LeavePaid Leave

Key Requirements

•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 a demonstrated commitment to staying at the forefront of CX automation
•Nice to Have: fintech/payments/regulatory experience, LMS tools experience, customer education/ops leadership, BPO partnerships experience

Experience:7+ yearsFintechPaymentsCustomer experienceAI in CXQuality management

Skills:CommunicationLeadershipProblem-solvingWritingData analysis

Languages:English

Tech Stack:SalesforceZendesk GuideZendesk SupportLookerSierraAdaDecagonForethoughtLLMKlausPlayboxMaestro QAStella ConnectTether AICSATAI deflectionContent managementKnowledge baseTraining platforms

Company Brief

Imprint

Builds a modern co-branded financial platform that partners with consumer brands to design, launch, and operate credit, deposit, and loyalty products that drive engagement, spend, and long-term customer value.

Industry: Fintech Infrastructure

Company Size: Medium (51 to 250 employees)

Growth: Scaleup

Valuation: Unicorn (USD 1B+)

Funding: Series D

Headquarters: New York, United States

Founded: 2020

Glassdoor: 3.0

Website LinkedIn Glassdoor

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Imprint

2 months ago

Sr. Manager of CX Enablement

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 4 hours agoStatus: Live

Job Summary

Location: New York, San Francisco

Workplace: Remote

Employment Type: Full time

Job Function: Program & Project Management (PMO)

Seniority: Sr. Manager level

Key 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

Pay and Benefits

Salary: USD 150,000 - 180,000

Equity and Bonus:Equity

Perks:EquityHealth InsuranceParental LeavePaid Leave

Key Requirements

•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 a demonstrated commitment to staying at the forefront of CX automation
•Nice to Have: fintech/payments/regulatory experience, LMS tools experience, customer education/ops leadership, BPO partnerships experience

Experience:7+ yearsFintechPaymentsCustomer experienceAI in CXQuality management

Skills:CommunicationLeadershipProblem-solvingWritingData analysis

Languages:English

Tech Stack:SalesforceZendesk GuideZendesk SupportLookerSierraAdaDecagonForethoughtLLMKlausPlayboxMaestro QAStella ConnectTether AICSATAI deflectionContent managementKnowledge baseTraining platforms

Company Brief

Imprint

Industry: Fintech Infrastructure

Company Size: Medium (51 to 250 employees)

Growth: Scaleup

Valuation: Unicorn (USD 1B+)

Funding: Series D

Headquarters: New York, United States

Founded: 2020

Glassdoor: 3.0

Website LinkedIn Glassdoor