Staff CX Service Enablement Specialist

About the role

As a Staff CX Service Enablement Specialist on the CX Operations team, you will own the design, optimization, and governance of service processes and workflows that power BILL’s customer experience at scale. This senior role drives end‑to‑end process strategy, leads cross‑functional improvement initiatives, and shapes the operational foundation of CX 2.0.

Key responsibilities

• Design, document and continuously improve service workflows across CX channels, ensuring scalability with CX 2.0 priorities.
• Lead process improvement projects by mapping current‑state workflows, diagnosing friction points with 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, Cresta, and Calabrio—aligning configurations with operational workflows and agent enablement goals.
• Partner with IT BizTech, Insights & Analytics, Workforce Management, and Enterprise Risk Management to translate business requirements into actionable process solutions.
• Develop and maintain SOPs, playbooks and decision frameworks for frontline agents.
• Define and track KPIs measuring process effectiveness, tool adoption and enablement impact.
• Drive change management for new and updated workflows, including stakeholder alignment and communication plans.
• Evaluate emerging CX technologies and AI‑powered contact‑center tools, building business cases for adoption.
• Mentor junior Service Enablement team members.

Required profile

• 7+ years of experience in service operations, process design, CX enablement or business systems analysis within a SaaS or fintech environment.
• Proven ability to lead complex, cross‑functional process improvement projects from discovery through implementation and measurement.
• Strong analytical skills with proficiency in Tableau, Excel and Google Sheets.
• Excellent communication and stakeholder‑management skills, with a track record of influencing without authority.
• Bachelor’s degree in business, economics or a quantitative discipline, or equivalent experience.

Required skills

• Salesforce Service Cloud
• Five9 (or similar contact‑center platforms such as Amazon Connect, MaestroQA, Calabrio)
• Tableau
• Excel
• Google Sheets
• Claude or other AI assistants

What we offer

• Competitive salary ranging from $140,700 to $176,000 USD (depending on location)
• Medical, dental and vision plans (100% paid)
• HSA & FSA accounts, life insurance, short‑ and long‑term disability
• 401(k) retirement plan
• Paid holidays, wellness days and flexible time off
• Employee Stock Purchase Program with discounts
• Remote‑first work environment with optional in‑person collaboration