CX Enablement & Operations Manager

9 hours ago
Full-time
Mid Level
Operations
Timeleft

Timeleft

Timeleft offers a unique dining experience where individuals can meet and connect with five strangers each week, using a personality-matching algorithm to facilitate engaging conversations and meaningful interactions over dinner.

Diversified Consumer Services
1-10
Founded 2020

Description

  • Own Help Centre and internal support documentation standards, including macros, workflows, and SOPs.
  • Develop onboarding, ramp, and training frameworks and set enablement priorities.
  • Own the CX quality assurance framework and standards, line-managing a QA Analyst.
  • Translate quality findings into coaching, content, process, and automation improvements.
  • Manage Zendesk configuration, routing, triggers, automations, and escalation logic.
  • Govern AI-assisted support and moderation workflows, including prompts, rules, quality checks, and safeguards.
  • Maintain intent, sentiment, and feedback taxonomies aligned with customer context and risk.
  • Monitor automation performance and determine when adjustments, safeguards, or rollbacks are needed.
  • Own CX dashboards and reporting standards covering volume, automation performance, sentiment, and trends.
  • Represent CX systems and enablement in cross-functional initiatives with Product, Tech, Data, and Operations.

Requirements

  • 3–5+ years of experience in CX Operations, Support Operations, Enablement, or a related role.
  • Strong hands-on experience configuring and managing Zendesk workflows, routing, and reporting.
  • Experience leading automation or tooling initiatives in an operational environment.
  • Experience managing or coaching others.
  • Strong understanding of CX operations and customer-facing workflows.
  • Ability to design, test, and quality-assure automation and AI-assisted workflows.
  • Data literacy and comfort working with dashboards and operational metrics.
  • Strong execution discipline and attention to detail in quality- and risk-sensitive environments.
  • Clear communication and stakeholder-influence skills.
  • Strong English fluency; exposure to AI-assisted support or moderation tools is preferred.

Interested in this position?

Apply directly on the company website

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