CX Operations Enablement Specialist

Metropolis•Nashville, TN

3d•Onsite

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