Senior Manager of CX Enablement, Imprint
$150-180k
+ Equity Package
3 days a week in office
Branded payments and rewards products
Open for applications
Branded payments and rewards products
201-500 employees
Open for applications
$150-180k
+ Equity Package
3 days a week in office
201-500 employees
Company mission
To make payments better for modern brands and their customers.
Role
Who you are
- 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
- 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
Desirable
- 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
What the job involves
- 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
- 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
Our take
These days, all sorts of cards abound, from virtual cards to co-branded credit cards. Imprint aims to stand out in the increasingly crowded space by partnering with businesses to provide branded rewards cards for customers.
While there has been an increase in the number of companies offering branded financial products to reduce costs, Imprint sees its card programs as offering a new platform for deepening customer relationships: less of the nastiness of credit and a much greater focus on rewards.
The startup is focusing on refining its embedded finance solution to fulfil its vision of an Apple-pay like experience for merchants and consumers.
Imprint will hope that its lightweight service, fit for smaller customers like hotel chains, will allow it to compete with the major venture-backed players in the space like Cardless, Apto and Alviere. And its $75M in venture capital raised in 2023 is going some way towards achieving these aims.
Freddie
Company Specialist at Welcome to the Jungle
Insights
103% employee growth in 12 months
Company
Funding (last 2 of 5 rounds)
Dec 2025
$150m
SERIES D
Oct 2024
$75m
SERIES C
Total funding: $353m
Company HQ
Little Italy, New York, NY
Leadership
Daragh Murphy
(Founder & CEO)Previously VP of Operations & Strategy at WeWork. They were a Junior Partner at McKinsey until 2018. Originally trained as a Lawyer at Duke University, before working as a Corporate Lawyer at WilmerHale.
Mariana Pali Coontz
(COO & CFO)Prior to joining Imprint in 2023, Mariana was the Chief Financial and Operating Officer at DigniFi. They also spent 8 years at Synchrony in roles including Head of Capital Strategy & Stress Testing and SVP, Head of FP&A and nearly 11 years at JPMorgan Chase & Co in roles including Treasury Associate and Executive Director.
Will Larson
(CTO)Prior to joining Imprint in 2025, Will was the CTO at Carta and Calm. They were also the Head of Foundation Engineering at Stripe and a Senior Engineering Manager, Infrastructure at Uber.
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