Senior Manager of Agent Success

Job Summary

A company is looking for a Senior Manager, Agent Success.

Key Responsibilities

• Lead the Enablement, Knowledge Management, and QA teams to ensure strategic alignment and collaboration
• Develop and execute a cohesive Agent Success strategy informed by QA insights and operational data
• Build scalable enablement programs for onboarding, ongoing training, and continuous skill development

Required Qualifications

• 7+ years in customer experience operations, enablement, or quality assurance leadership
• Proven people manager with a track record of developing high-performing teams
• Data-driven with the ability to translate performance metrics into actionable improvements
• Experience building scalable enablement and QA programs for internal and outsourced teams
• Highly organized and adept at leading in complex, fast-paced environments