CX Operations Enablement Specialist
About The Position
Metropolis is seeking a CX Operations Enablement Specialist to serve as the operational translator and steward of our Customer Experience knowledge ecosystem. In this role, you will tear down process friction, embed our "Trust-First" support philosophy, and ensure our frontline human agents and AI support tools have access to highly accurate, empathetic, and actionable information. Partnering closely with Operations, Product, QA, Training, and AI Strategy teams, you will architect SOPs, manage our knowledge libraries, and empower support teams to drive First Contact Resolution (FCR) and deliver exceptional customer outcomes.
Requirements
- Experience managing or maintaining knowledge bases, help centers, or complex SOP documentation systems such as Gladly, Zendesk, Guru, or Confluence
- Experience in Customer Support, Customer Experience, or a fast-paced operational environment
- Strong technical writing, editing, and documentation skills with a hyper-focus on clarity, empathy, and usability
- Ability to translate complex, localized operational and legal requirements into user-friendly documentation for frontline BPO agents
- Strong project management skills, specifically in driving cross-functional alignment ahead of strict launch deadlines
- Experience leveraging AI tools to transform static workflows into responsive, high-output processes
Nice To Haves
- Experience supporting AI-powered customer support solutions or familiarity with generative AI tools like Claude, Gemini, or ChatGPT
- Experience with Gladly, Zendesk, Intercom, or similar CRM platforms
- Experience creating customer support documentation at scale
- Understanding of information architecture, content strategy, and knowledge management best practices
Responsibilities
- Serve as the operational owner of Customer Experience knowledge, managing the customer-facing Help Center and internal Knowledge Library
- Lead the comprehensive teardown and rebuild of legacy SOPs, replacing rigid policies with workflows anchored in our core framework: Acknowledge, Empathize, Verify, Resolve
- Build localized, compliant SOPs and decision trees for complex operational workflows, such as Dynamic Pricing disputes and 3rd-Party Reservation failures
- Own, restructure, and maintain the Gladly CRM macro library (CX Answers) and FAQs to drive First Contact Resolution (FCR) while aligning with the Metropolis brand voice
- Serve as the primary CX liaison to Operations Launch teams, ensuring localized knowledge assets and documentation are delivered prior to go-live for new locations
- Act as the direct operational bridge to Experience Integrity and Government Relations to establish strictly compliant agent guardrails for regulatory-sensitive workflows
- Structure organizational knowledge clearly so it can be effectively ingested and retrieved by our AI Agent (Parker) and internal LLMs
- Partner with CX AI Content Analysts to close documentation gaps that cause AI hallucinations or routing failures
- Conduct recurring knowledge audits to identify gaps, partnering with QA and Training to ensure operational alignment
Benefits
- healthcare benefits
- a 401(k) plan
- short-term and long-term disability coverage
- basic life insurance
- a lucrative stock option plan
- bonus plans
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
