[Hiring] CX Enablement & Operations Manager @Timeleft

Role Description

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.
• 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.

Qualifications

• Strong understanding of CX operations and customer-facing workflows.
• Proven experience owning CX tooling and operational systems, especially Zendesk.
• Ability to design, test, and QA automation and AI-assisted workflows.
• Systems-oriented thinker with strong execution discipline and attention to detail in quality- and risk-sensitive environments.
• Data-literate, comfortable working with dashboards and operational metrics.
• Clear communicator and effective people manager, able to influence peers and stakeholders.

Requirements

• 3–5+ years in CX Operations, Support Operations, or Enablement, or a closely related role.
• Strong hands-on experience with Zendesk (configuration, workflows, routing, reporting).
• Experience leading automation or tooling initiatives in an operational environment.
• Experience managing or coaching others.
• Exposure to AI-assisted support or moderation tools is a plus.
• Strong fluency in English required.

Expected Outcomes

• CX teams operate on clear, stable, well-governed systems and documentation.
• Zendesk workflows, automations, and escalation paths support Customer Support and Trust & Safety without friction.
• AI-assisted workflows are trusted, monitored, and governed, with clear quality controls.
• The Help Centre and internal documentation are rebuilt to standard and consistently used.
• Quality is measured through a clear framework, with the QA Analyst delivering reliable insight.
• CX leadership has early visibility into pain points, safety risks, and operational bottlenecks.

Recruitment Process

• Introduction Interview (30min): A conversation with Talent Acquisition to discuss your experience, goals, and fit with Timeleft's mission.
• Panel Interview (45min): A joint conversation with the Customer Support Manager and Trust & Safety Manager, the peers you'll partner with most closely.
• Take-Home Test: A practical exercise reflecting typical operational and tooling scenarios in the role.
• Final Interview (45min): A follow-up with the Head of Customer Experience to review your take-home and confirm alignment.