Sr. Manager of CX Enablement

Who We Are
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 Brooks Brothers 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

Qualifications
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 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 (not homegrown tools)

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
Experience in fintech, payments, regulated environments, or industries with complex compliance requirements

Familiarity with training LMS tools and designing scalable learning programs

Background in customer education, support operations, or contact center quality leadership

Experience working with outsourced BPO partners and driving adoption of new quality or training standards

Track record of redesigning legacy QA or training systems into modern, automated frameworks

Perks & Benefits
Competitive compensation and equity packages

Leading configured work computers of your choice

Flexible paid time off

Fully covered, high-quality healthcare, including fully covered dependent coverage

Additional health coverage includes access to One Medical and the option to enroll in an FSA

20 weeks of paid parental leave for the primary caregiver and 8 weeks for all new parents

Access to industry-leading technology across all of our business units, stemming from our philosophy that we should invest in resources for our team that foster innovation, optimization, and productivity

Imprint is committed to a diverse and inclusive workplace. Imprint is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status. Imprint welcomes talented individuals from all backgrounds who want to build the future of payments and rewards. If you are passionate about FinTech and eager to grow, let’s move the world forward, together.

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