Staff CX Service Enablement

BILL

7d•$119,700 - $176,000•Remote

About The Position

As a Staff CX Service Enablement Specialist on the CX Operations team, you will own the design, optimization, and governance of the service processes and workflows that power BILL’s customer experience at scale. Where the Senior-level role on this team focuses on administering tools and supporting day-to-day system operations, this Staff-level position takes a broader view—driving end-to-end process strategy, leading cross-functional improvement initiatives, and shaping the operational foundation of CX 2.0. You will partner directly with CX leadership, IT BizTech, Insights & Analytics, Workforce Management, and Enterprise Risk Management to turn operational complexity into streamlined, measurable outcomes.

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—not just as an administrator, but as someone who connects tool capability to process strategy.
Demonstrated ability to lead complex, cross-functional process improvement projects from discovery through implementation and measurement.
Strong analytical skills with proficiency in tools such as Tableau, Excel, and Google Sheets to diagnose operational issues, build business cases, and quantify the impact of changes.
Experience creating service documentation at scale, including SOPs, workflow diagrams, business requirements documents, and agent-facing knowledge content.
Excellent communication and stakeholder management skills, with a track record of influencing without authority across CX, IT, analytics, and operations teams.
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.

Nice To Haves

Experience in fintech, payments, or financial services, particularly supporting SMB customers.
Lean Six Sigma, BPM, or similar process improvement certification.
Experience with AI-powered contact center tools and automation strategy.
Background in user acceptance testing (UAT) case creation and execution for CX platform implementations.
Experience building or managing enablement programs that combine process documentation with agent training and coaching.

Responsibilities

Own the end-to-end design, documentation, and continuous improvement of service workflows across CX channels, ensuring processes scale with organizational growth and CX 2.0 priorities.
Lead process improvement initiatives by mapping current-state workflows, diagnosing friction points through data analysis, and building optimized future-state processes with clear success metrics.
Serve as the process design authority for CX systems and tools—including Salesforce Service Cloud, Five9, Amazon Connect, MaestroQA, and Calabrio—ensuring tool configurations align with operational workflows and agent enablement goals.
Partner with IT BizTech, Insights & Analytics, Workforce Management, and Enterprise Risk Management to translate cross-functional business requirements into actionable process and enablement solutions.
Develop and maintain standard operating procedures, playbooks, and decision frameworks that equip frontline agents to deliver fast, accurate, and consistent customer outcomes.
Define and track KPIs that measure process effectiveness, tool adoption, and enablement impact at the individual, segment, and organizational level.
Drive change management for new and updated workflows, including stakeholder alignment, communication plans, and coordination with enablement and training partners.
Evaluate emerging CX technologies and AI-powered contact center tools, building business cases for adoption that advance the CX 2.0 roadmap.
Mentor and guide junior Service Enablement team members, contributing to team development and knowledge sharing.