Customer Experience Enablement Leader

Cloaked • New York, NY

1d • $130,000 - $170,000 • Hybrid

About The Position

This role builds the operating backbone that enables high-quality support at scale for Cloaked's privacy products. You'll own end-to-end enablement strategy across internal teams, BPO partners, and AI-driven workflows, ensuring agents can handle complex, high-stakes privacy scenarios with clarity and confidence. This is a hands-on leadership role where you'll partner cross-functionally to prepare CX for every product change, regulatory requirement, and scale inflection.

Requirements

• Deep experience in CX enablement, support operations, or customer experience leadership in a high-growth technology environment
• Proven success building and scaling training and knowledge systems for both internal teams and BPO partners
• Deep expertise in knowledge management, including content strategy, taxonomy, and self-service enablement
• Hands-on experience with LMS platforms and strong interest in applying AI to CX operations
• Strong analytical instincts with a track record of tying enablement work to measurable business outcomes
• Exceptional cross-functional communication and stakeholder management skills
• Comfort operating in ambiguity and building systems from first principles
• Experience supporting globally distributed teams and vendors

Nice To Haves

• Experience with Intercom or similar customer support platforms
• Experience designing and implementing AI-powered support bots and deflection strategies
• Background in privacy, security, or regulated industries

Responsibilities

• Define and lead the CX Enablement function across training, knowledge management, AI workflows, and launch readiness
• Establish clear standards for what "ready" looks like for agents, vendors, and bots across all channels
• Build and lead a high-performing enablement team across training, QA alignment, and knowledge
• Set clear role expectations, career paths, and feedback loops through regular 1:1s and development planning
• Foster a culture of high trust, accountability, and operational excellence
• Design and scale training programs for internal and BPO agents covering technical troubleshooting, billing, account access, fraud, identity incidents, and regulatory workflows
• Ensure agents are prepared to support emotionally charged, high-stakes interactions with empathy and precision
• Own onboarding, continuous learning, and change management as the product evolves
• Own CX knowledge architecture, including internal playbooks and customer-facing help content
• Ensure content is accurate, current, searchable, and structured for both humans and AI
• Partner with Product and Legal to keep guidance compliant and aligned with evolving privacy requirements
• Partner with Product and Data to leverage AI tools to drive efficiency, deflection, and faster resolution
• Design workflows that support agents and customers without compromising trust or clarity
• Continuously improve AI performance through better knowledge, prompts, and feedback loops
• Tie enablement programs directly to measurable CX outcomes including CSAT, resolution time, reopen rates, AI resolution, and cost per contact
• Partner with regional CX leaders and vendor managers to identify gaps and deploy targeted interventions
• Build and own a CX launch readiness framework for new features, products, and policies
• Coordinate cross-functional dependencies and ensure CX is never the last team to find out
• Coach stakeholders on what CX needs to successfully support launches at scale
• Own enablement prioritization, sprint planning, and budget across tools, training, and vendors
• Make thoughtful trade-offs between urgent operational needs and long-term leverage

Benefits

• Cloaked employees have 401K, as well as top of the line Health, Dental, and Vision benefits.
• We offer flexible work arrangements and the ability to work remotely as needed.
• Cloaked provides a home office stipend in addition to a new company laptop (and other tech depending on the role).
• Competitive PTO: We encourage employees to take a minimum # of vacation per quarter. We see PTO as a preventative burnout measure and are committed to changing the industry standard.
• Monthly health stipend: Used for any kind of physical, mental or emotional care you’d like to take for yourself, be it a gym membership, a meditation app, or time with a personal trainer.
• Late Night Meals: We understand that sometimes work can get in the way of meal prep. In response to that, we offer employees a monthly meal stipend to be used when they don't have time to get a home cooked meal going!
• Professional Growth: Opportunities for career development and personal growth are provided to all employees who seek to further their knowledge and capabilities through an unlimited professional development fund. Additionally team members are encouraged to regularly attend conferences and industry events.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed