Senior Manager, Agent Success

The Agent Success function ensures that our Customer Experience teams are consistently equipped, supported, and enabled to deliver an exceptional customer experience at every interaction. We’re seeking a Senior Manager, Agent Success to lead and integrate our Enablement, Knowledge Management, and QA programs. You’ll manage an established team, bring strategic leadership, and build scalable operating systems to drive excellence across our frontline operations. This critical leadership role will have a direct impact on customer satisfaction, operational efficiency, and the performance of hundreds of agents. Lead the Enablement, Knowledge Management, and QA teams, ensuring strategic alignment and collaboration across pillars. Develop and execute a cohesive Agent Success strategy informed by QA insights and operational data. Build scalable, high-impact enablement programs for onboarding, ongoing training, and continuous skill development. Ensure our knowledge base is accurate, accessible, and integrated into workflows for maximum efficiency. Oversee quality assessment programs to monitor and improve agent performance across all support channels. Create feedback loops between QA, enablement, and knowledge to continuously improve processes and outcomes. Partner with cross-functional teams (WFM, Vendor Management, Product, Data) to support operational priorities and drive results.