[Hiring] Staff CX Service Enablement Specialist @BILL

Role Description

As a Staff CX Service Enablement Specialist on the CX Operations team, you will own the design, optimization, and governance of the service processes and workflows that power BILL’s customer experience at scale. This position takes a broader view—driving end-to-end process strategy, leading cross-functional improvement initiatives, and shaping the operational foundation of CX 2.0.

• Own the end-to-end design, documentation, and continuous improvement of service workflows across CX channels.
• Lead process improvement initiatives by mapping current-state workflows and diagnosing friction points through data analysis.
• Serve as the process design authority for CX systems and tools.
• Partner with IT BizTech, Insights & Analytics, Workforce Management, and Enterprise Risk Management.
• Develop and maintain standard operating procedures, playbooks, and decision frameworks.
• Define and track KPIs that measure process effectiveness, tool adoption, and enablement impact.
• Drive change management for new and updated workflows.
• Evaluate emerging CX technologies and AI-powered contact center tools.
• Mentor and guide junior Service Enablement team members.

Qualifications

• 7+ years of experience in service operations, process design, CX enablement, or business systems analysis within a SaaS or fintech environment.
• Deep experience with CRM and contact center platforms.
• Demonstrated ability to lead complex, cross-functional process improvement projects.
• Strong analytical skills with proficiency in tools such as Tableau, Excel, and Google Sheets.
• Experience creating service documentation at scale.
• Excellent communication and stakeholder management skills.
• Experience developing and implementing processes in an agile environment.
• Bachelor’s degree in business, economics, or a quantitative discipline, or equivalent experience.
• Basic hands-on experience using Claude or other AI assistants.

Requirements

• Experience in fintech, payments, or financial services, particularly supporting SMB customers.
• Lean Six Sigma, BPM, or similar process improvement certification.
• Experience with AI-powered contact center tools and automation strategy.
• Background in user acceptance testing (UAT) case creation and execution for CX platform implementations.
• Experience building or managing enablement programs that combine process documentation with agent training and coaching.

Benefits

• 100% paid employee health, dental, and vision plans.
• HSA & FSA accounts.
• Life Insurance, Long & Short-term disability coverage.
• Employee Assistance Program (EAP).
• 11+ Observed holidays and wellness days and flexible time off.
• Employee Stock Purchase Program with employee discounts.
• Wellness & Fitness initiatives.
• Employee recognition and referral programs.
• And much more.