Sr. Manager of CX Enablement

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

- 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