Imprint

Imprint

Sr. Manager of CX Enablement

New York City · Senior

Sponsorship not specifiedDetected 61 days ago
Data VisualizationLLMsSalesforceCustomer SupportZendeskCadenceTest AutomationLeadershipCollaborationWritingUnderwriting

About the role

  • We started with co-branded credit cards and rebuilt them to be smarter, more rewarding, and brand-first.
  • 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.
  • Imprint is the modern alternative: flexible, embeddable, and built for how people actually pay today.

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
  • 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
  • Lead partner launch readiness by designing QA strategies, training plans, and content requirements that prevent launch failures and training debt
  • We partner with companies like Crate & Barrel, Rakuten, Booking.com http://Booking.com, H-E-B, Fetch, and Shell to launch modern credit programs that deepen loyalty, unlock savings, and drive growth.
  • We combine advanced payments infrastructure, intelligent underwriting, and deep customer data to create delightful and personalized experiences for members as well as efficient and profitable relationships for our brand partners.

Requirements

  • 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
  • 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
  • Strong technical fluency with CX platforms such as Salesforce, Zendesk Guide and Support, or comparable knowledge base and support systems (not homegrown tools)

Nice to have

  • Track record of redesigning legacy QA or training systems into modern, automated frameworks
  • Experience in fintech, payments, regulated environments, or industries with complex compliance requirements

Skills

  • Genuine curiosity about how AI is transforming customer service, with a demonstrated commitment to staying at the forefront of CX automation

Compensation

  • 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.

Benefits

  • Competitive compensation and equity packages
  • 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
  • flexible, embeddable, and built for how people actually pay today.

Company info

  • Imprint helps the world's best brands grow the lifetime value of their customers. We started with co-branded credit cards and rebuilt them to be smarter, more rewarding, and brand-first. We partner with companies like Crate & Barrel, Rakuten, Booking.com http://Booking.com, H-E-B, Fetch, and Shell to launch modern credit programs that deepen loyalty, unlock savings, and drive growth. But the card is just the beginning. We combine advanced payments infrastructure, intelligent underwriting, and deep customer data to create delightful and personalized experiences for members as well 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. Imprint is the modern alternative: flexible, embeddable, and built for how people actually pay today. Backed by Kleiner Perkins, Thrive 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 move fast, solve hard problems, and own real outcomes, we want 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.
  • Imprint helps the world's best brands grow the lifetime value of their customers.
  • But the card is just the beginning.
  • If you want to move fast, solve hard problems, and own real outcomes, we want to meet you.

Equal opportunity

  • 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.
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This listing is sourced directly from Imprint's careers page and normalized into a canonical job model.