CX Enablement & Operations Manager

Role overview Lead the systems and practices that help customer support and trust and safety teams operate reliably as they grow. This hands-on role spans team enablement, documentation, quality assurance, service tooling, automation, AI-assisted workflows, and reporting. You’ll work through operational improvements and manage a quality analyst, while staying informed through system data and quality insights rather than handling frontline tickets.

Responsibilities - Set standards for help centre content and internal documentation, including macros, procedures, and workflows; keep materials accurate and useful. - Establish onboarding and training frameworks, and identify where teams need additional enablement. - Own the quality assurance framework, manage a QA analyst, and turn findings into coaching and process or content improvements. - Configure and govern customer experience tooling, including routing, triggers, automations, and escalations across support and trust and safety. - Roll out and monitor AI-assisted support and moderation workflows, maintaining quality checks and safeguards and adjusting or rolling back changes when needed. - Maintain operational taxonomies, dashboards, and reporting, and represent customer experience operations in work with product, technology, data, and operations teams.

Requirements - Three to five or more years of experience in customer experience operations, support operations, enablement, or a related field. - Strong hands-on Zendesk experience, including configuration, workflows, routing, and reporting. - Experience leading automation or tooling initiatives in an operational setting. - Experience managing or coaching others. - Understanding of customer-facing workflows, operational metrics, and dashboard reporting. - Strong English communication, attention to detail, execution discipline, and ability to influence stakeholders.

Nice to have - Experience with AI-assisted support or moderation tools.

Benefits and work setup - The interview process includes an introductory conversation, a panel interview, a practical take-home exercise, and a final review with customer experience leadership.