CX Enablement & Operations Manager

⌘ Role Overview

The Enablement & Operations Manager owns the systems, processes, and enablement that allow Customer Support and Trust & Safety to run consistently and at scale. The role spans two connected areas: Enablement (knowledge and documentation standards, onboarding and training, and ownership of the quality programme) and Operations (tooling, Zendesk configuration, automation and AI-assisted workflows, taxonomies, and reporting).

This is a hands-on leadership role. You are the point of accountability for how the CX function operates day to day, expected to independently identify gaps, propose solutions, and drive them through to implementation. You stay close to reality through system monitoring, dashboards, and quality insight rather than frontline ticket handling, and you line-manage a QA Analyst.