Senior Manager of CX Enablement (Fintech)

TL;DR

Senior Manager of CX Enablement (Fintech): Owning quality, training, and knowledge management systems for a modern co-branded credit card platform with an accent on AI-powered deflection and scalable QA frameworks. Focus on designing automated quality scoring, optimizing knowledge bases for LLM ingestion, and driving agent performance through data-driven training strategies.

Location: Remote, New York, or San Francisco (US-based)

Salary: $150K – $180K + Equity

Company

hirify.global is a fintech company reimagining co-branded credit cards and financial products through a modern, tech-forward platform.

What you will do

• Design and implement quality management frameworks to drive consistent omnichannel agent performance across in-house and BPO teams.
• Lead Zendesk knowledge base strategy, ensuring content is optimized for both human agents and AI (LLM) consumption.
• Drive AI deflection strategy using tools like Sierra, analyzing feedback data to identify content gaps and optimize delivery.
• Partner with BPO training teams to design and monitor scalable training programs that address systemic quality issues.
• Build technical architectures connecting quality inputs (QA, CSAT, sentiment) to training outputs and knowledge base updates.
• Manage and develop a small team of 2–3 associates responsible for the execution and monitoring of quality operations.

Requirements

• 7+ years in customer experience, with 4+ years in quality management, training, or enablement roles.
• Experience owning CX quality and enablement at scale (100+ agents), including omnichannel and outsourced environments.
• Hands-on experience implementing AI-powered deflection projects (e.g., Sierra, Ada, Decagon, Forethought).
• Strong technical fluency with Zendesk Guide/Support and Salesforce.
• Experience with QM automation platforms such as Maestro QA, Klaus, Stella Connect, or Tether AI.
• Exceptional writing skills for producing compliance-ready content.

Nice to have

• Experience in fintech, payments, or other highly regulated environments.
• Familiarity with training LMS tools and designing scalable learning programs.
• Proven track record of redesigning legacy QA systems into modern, automated frameworks.
• Experience driving adoption of quality standards with outsourced BPO partners.

Culture & Benefits

• Competitive compensation and equity packages.
• Fully covered high-quality healthcare, including dependent coverage and FSA options.
• Flexible paid time off.
• Generous parental leave: 20 weeks for primary caregivers and 8 weeks for all new parents.
• Choice of high-end configured work computers.