Staff CX Service Enablement Specialist
New
B
BILLFintech
Location: United StatesFull-TimeStaff
Salary140,700 - 176,000 USD per year
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Job Details
- Experience
- 7+ years of experience in service operations, process design, CX enablement, or business systems analysis within a SaaS or fintech environment.
- Required Skills
- TableauMicrosoft Excel
Requirements
- 7+ years of experience in service operations, process design, CX enablement, or business systems analysis within a SaaS or fintech environment.
- Deep experience with CRM and contact center platforms such as Salesforce Service Cloud, Five9, Amazon Connect, MaestroQA, Calabrio, or similar tools.
- Demonstrated ability to lead complex, cross-functional process improvement projects from discovery through implementation and measurement.
- Proficiency with Tableau, Excel, and Google Sheets for operational analysis, business cases, and measuring change impact.
- Experience creating service documentation at scale, including SOPs, workflow diagrams, business requirements documents, and agent-facing knowledge content.
- Experience developing and implementing processes and operating rhythms in an agile, fast-paced environment.
- Bachelor’s degree in business, economics, or a quantitative discipline, or equivalent experience.
- Basic hands-on experience using Claude or other AI assistants.
- Lean Six Sigma, BPM, or similar process improvement certification is desired.
- Experience with AI-powered contact center tools, UAT case creation and execution, or agent enablement programs is desired.
Responsibilities
- Own the end-to-end design, documentation, and continuous improvement of service workflows across CX channels.
- Map current-state workflows, diagnose friction points through data analysis, and build optimized future-state processes with success metrics.
- Serve as process design authority for CX systems and tools, including Salesforce Service Cloud, Five9, Amazon Connect, MaestroQA, and Calabrio.
- Partner with IT BizTech, Insights & Analytics, Workforce Management, and Enterprise Risk Management to develop process and enablement solutions.
- Develop and maintain standard operating procedures, playbooks, and decision frameworks for frontline agents.
- Define and track KPIs for process effectiveness, tool adoption, and enablement impact.
- Drive change management for new and updated workflows, including stakeholder alignment and communication plans.
- Evaluate emerging CX technologies and AI-powered contact center tools and build business cases for adoption.
- Mentor and guide junior Service Enablement team members.
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