Bill.com
Staff CX Service Enablement
United States · Staff+
No sponsorship$141k-$176kDetected 12 hours ago
Data AnalysisData VisualizationLLMsStakeholder ManagementSalesforceCRMExcelProcess ImprovementRecruitingLeadershipCommunicationLean Manufacturing
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odds of building a lasting career here
54Sponsors, lottery-bound
Cap-exempt (no lottery)0
Sponsors this role78
Entry-level history0
PERM / green-card track0
Lottery odds (Level III)83
Fits your clock70
Sponsors, but it's cap-subject — you still face the weighted lottery (~45% per draw at Level III). Good if you win; have a cap-exempt backup on your list.
Lottery odds assume a STEM candidate.
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About the role
- By replacing outdated financial processes with innovative tools, we help businesses-from startups to established brands-make smarter decisions and gain control of their operations.
- And we don't stop there: we're creating the future of financial automation so businesses can spend more time on what matters.
- Make your impact within a rapidly growing Fintech Company Customer Experience (CX) is a group of bold, goal-oriented, fast-moving and customer-obsessed individuals who care deeply for each other's success, growth, and development.
Responsibilities
- Own the end-to-end design, documentation, and continuous improvement of service workflows across CX channels, ensuring processes scale with organizational growth and CX 2.0 priorities.
- Lead process improvement initiatives by mapping current-state workflows, diagnosing friction points through data analysis, and building optimized future-state processes with clear success metrics.
- Serve as the process design authority for CX systems and tools-including Salesforce Service Cloud, Five9, Amazon Connect, MaestroQA, and Calabrio-ensuring tool configurations align with operational workflows and agent enablement goals.
- Partner with IT BizTech, Insights & Analytics, Workforce Management, and Enterprise Risk Management to translate cross-functional business requirements into actionable process and enablement solutions.
- Develop and maintain standard operating procedures, playbooks, and decision frameworks that equip frontline agents to deliver fast, accurate, and consistent customer outcomes.
- Drive change management for new and updated workflows, including stakeholder alignment, communication plans, and coordination with enablement and training partners.
- Evaluate emerging CX technologies and AI-powered contact center tools, building business cases for adoption that advance the CX 2.0 roadmap.
- Demonstrated ability to lead complex, cross-functional process improvement projects from discovery through implementation and measurement.
- Experience creating service documentation at scale, including SOPs, workflow diagrams, business requirements documents, and agent-facing knowledge content.
- Experience developing and implementing processes and operating rhythms in an agile, fast-paced environment.
Requirements
- Experience with AI-powered contact center tools and automation strategy.
- Applicants must have authorization to work in the United States without requiring visa sponsorship now or in the future.
- Experience in fintech, payments, or financial services, particularly supporting SMB customers.
- Lean Six Sigma, BPM, or similar process improvement certification.
- Background in user acceptance testing (UAT) case creation and execution for CX platform implementations.
- Experience building or managing enablement programs that combine process documentation with agent training and coaching.
Compensation
- The estimated salary ranges noted below roles in the specific geographic zones
Benefits
- 100% paid employee health, dental, and vision plans (choose HMO, PPO, or HDHP)
- HSA & FSA accounts
- Life Insurance, Long & Short-term disability coverage
- 11+ Observed holidays and wellness days and flexible time off
- Employee Stock Purchase Program with employee discounts
- Wellness & Fitness initiatives
- Working here means you become part of a vision-driven team that's ready to tackle challenges and build cutting-edge solutions.
Company info
- We'd love to hear from you-you might be just what we're looking for, whether in this role or another. ✨ Let's give businesses more time for what matters.
- We take fierce pride in the opportunity our CX team has to positively impact customers' businesses and their lives.
- We welcome people of all backgrounds, abilities, and identities to bring their authentic selves and contribute to our culture.
- We'd love to hear from you-you might be just what we're looking for, whether in this role or another.
Visa & Work Authorization
- Please note that this position is not eligible for visa sponsorship.
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This listing is sourced directly from Bill.com's careers page and normalized into a canonical job model.