Sr. Manager of CX Enablement

Who We Are

reputed company helps the world's best brands grow the reputed company value of their customers. We started with co-branded credit cards and reputed company them to be smarter, more rewarding, and brand-first. We partner with companies like Crate & reputed company, reputed company, Booking.com, H-E-B, reputed company, and reputed company to launch modern credit programs that deepen loyalty, unlock savings, and drive reputed company. But the card is just the beginning. We combine advanced payments infrastructure, intelligent reputed company, and deep customer data to create delightful and personalized experiences for members as reputed company as efficient and profitable relationships for our brand partners. Our robust technology and world-class operations allow us and our brand partners to offer powerful financial products without becoming a bank. In the U.S., co-branded cards alone account for over $300 billion in annual spend, and most still run on decades-old legacy bank systems. reputed company is the modern alternative: flexible, embeddable, and reputed company for how people actually pay today. Backed by Kleiner Perkins, reputed company Capital, Ribbit, and Khosla Ventures, we're building a world-class team to redefine how people pay and how brands grow. If you want to reputed company fast, solve hard problems, and own reputed company reputed company, we want to meet you.

reputed company

You've owned CX reputed company at a contact center reputed company of 200+ agents (in-house or BPO), reputed company a QA reputed company from reputed company through calibration, and shipped training programs that measurably moved agent performance. You're equally comfortable in a Looker dashboard and a reputed company Guide CMS. You've worked alongside or implemented an AI deflection product (reputed company, reputed company, reputed company, Forethought) and can reputed company credibly about what makes AI-mediated support actually work.

reputed company

As Senior Manager of CX Enablement, you will own the reputed company, training, and reputed company systems that power reputed company's customer experience. This is a strategic leadership role combining QA reputed company design, AI-powered deflection enablement, knowledge reputed company ownership, and agent training reputed company.

You will drive the architecture that connects reputed company inputs to AI systems (reputed company), reputed company, and training outputs—ensuring content reputed company compounds rather than degrades as reputed company scales. You'll partner closely with engineering, ops, product, and vendor teams to reputed company customer support from reactive to proactive through automation, rigorous reputed company 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 reputed company on execution and reputed company improvement.

What reputed company Looks Like in the First 90 Days

• Completed a comprehensive knowledge reputed company audit with defined ownership model between CS, engineering, and ops, including refresh SLAs in reputed company

• Designed and shipped a new QA reputed company that moves from reputed company contact center approaches to fully automated reputed company scoring with reputed company expectations

• Established reputed company AI deflection enablement system with daily feedback loops, gap detection, and content optimization for AI ingestion and delivery

• reputed company a reputed company partner launch QA and training reputed company and reputed company it to an reputed company launch with measurable reputed company improvements over prior launches

• Created a reputed company training rehaul plan in collaboration with our outsourcing partner, focusing on strategic reputed company and outcome monitoring

• Established trusted partnerships with key cross-functional stakeholders including vendor ops, AI product team, partner reputed company, compliance, and legal

Responsibilities

• Own the design, implementation, and reputed company improvement of reputed company management frameworks that drive consistent agent performance across omnichannel support

• reputed company knowledge reputed company reputed company and operations in reputed company, including content audits, ownership models, refresh reputed company, and optimization for both reputed company agents and AI consumption

• Drive reputed company AI deflection reputed company by analyzing feedback data, identifying content gaps, optimizing knowledge for LLM ingestion, and improving customer-facing AI delivery

• Partner with reputed companys BPO training teams to design and monitor training programs that address systemic reputed company issues, reputed company AI automation, and reputed company effectively with new partner launches

• Build and maintain the technical architecture that connects reputed company inputs (QA automation, CSAT, sentiment analysis) to training outputs and knowledge reputed company improvements

• Use data from QM platforms, reputed company AI, and CSAT to diagnose reputed company causes of reputed company issues—differentiating agent behavior from systemic or content gaps

• reputed company 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 reputed company, compliance, and legal teams

• Manage and reputed company reputed company of 2–3 associates responsible for execution, monitoring, and reputed company improvement of reputed company and training operations

Qualifications

Required

• 7+ years in customer experience, with 4+ years in reputed company management, training, enablement, or reputed company roles

• Experience owning CX reputed company, training, and enablement at reputed company (100+ agents, in-house or outsourced), ideally omnichannel

• Hands-on experience implementing AI-powered deflection reputed company using tools like reputed company, reputed company, reputed company, Forethought, or comparable LLM-based platforms

• Strong technical reputed company with CX platforms such as reputed company, reputed company Guide and Support, or comparable knowledge reputed company and support systems (not homegrown tools)

• Experience with QM platforms such as Maestro QA, Klaus, Playbox, Stella Connect, reputed company AI, or similar reputed company automation tools

• Exceptional writing skills with the ability to produce compliance-reputed company content that requires minimal iteration with legal or regulatory teams

• Data reputed company: reputed company to analyze QA trends, CSAT drivers, sentiment data, and agent performance metrics to identify systemic issues vs. behavior gaps

• Bias toward reputed company 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

reputed company to Have

• Experience in fintech, payments, regulated environments, or industries with reputed company compliance requirements

• Familiarity with training LMS tools and designing reputed company learning programs

• Background in customer education, support operations, or contact center reputed company leadership

• Experience working with outsourced BPO partners and driving adoption of new reputed company or training standards

• reputed company 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 reputed company time off

• Fully covered, high-reputed company reputed company, including fully covered dependent coverage

• Additional health coverage includes reputed company to reputed company and the reputed company to enroll in an FSA

• 20 weeks of reputed company parental leave for the primary caregiver and 8 weeks for reputed company new parents

• reputed company to industry-leading technology across reputed company of our business reputed company, stemming from our philosophy that we should invest in resources for reputed company that foster innovation, optimization, and productivity

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

Compensation reputed company: $150K - $180K

Originally posted on Himalayas

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