Senior Manager of CX Enablement

Job Summary

Owning the quality, training, and knowledge management systems for customer experience, the full-time remote Senior Manager of CX Enablement will design and implement quality management frameworks, drive AI deflection strategies, and lead knowledge base operations to enhance agent performance and customer support effectiveness.

Key responsibilities

• Own the design and continuous improvement of quality management frameworks for consistent agent performance across omnichannel support
• Lead knowledge base strategy and operations in Zendesk, including content audits and optimization for both human agents and AI
• Drive AI deflection strategy by analyzing feedback data and optimizing knowledge for improved customer-facing AI delivery

Required qualifications

• 7+ years in customer experience, with 4+ years in quality management, training, enablement, or knowledge management roles
• Experience owning CX quality and training at scale (100+ agents), ideally in omnichannel environments
• Hands-on experience implementing AI-powered deflection projects using tools like Sierra or comparable platforms
• Strong technical fluency with CX platforms such as Salesforce or Zendesk
• Experience with quality management platforms like Maestro QA, Klaus, or similar tools