{"id":803705,"url":"https://alion.io/job/timeleft-cx-enablement-operations-manager","title":"CX Enablement & Operations Manager","company":{"id":687345,"name":"Timeleft","domain":"timeleft.com","url":"https://alion.io/company/timeleft","size_band":"51-200","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Greenhouse","truth_index":{"grade":"A","score":92,"open_postings":3,"ghost_share":0,"stale_share":0.333,"repost_share":0,"time_to_fill_p50_days":27,"computed_at":"2026-10-12T06:55:09Z"}},"role":"Management","role_family":"Management","seniority":null,"employment_type":null,"work_mode":"remote","remote_scope":"stated_regions","remote_scope_basis":"board_field","remote_working_hours":null,"hiring_geo_confidence":"inferred","locations":["Alicante, Spain"],"countries":["ES"],"hiring_countries":["DE","FR","GB","AT","BE","BG","HR","CZ","DK","FI","HU","IE","IT","NL","NO","PL","RO","ES","SE","CH","EE","GR","IS","LV","LI","LT","LU","MT","PT","SK","SI"],"hiring_countries_total":31,"salary":null,"salary_estimate":{"min_usd":60000,"max_usd":161000,"period":"year","method":null,"sample_n":14605},"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[],"status":"live","first_seen_at":"2026-09-03T16:04:56Z","employer_posted_date":"2026-10-05","last_verified_at":"2026-10-12T04:42:59Z","board_verified":true,"closed_at":null,"days_open":38,"trust":{"level":"ok","repost_count":1,"flags":[],"days_open":38},"description":"Role Overview\nThe 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) and Operations (tooling, Zendesk configuration, automation and AI-assisted workflows, taxonomies, and reporting).\nThis 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.\nKey Responsibilities\nEnablement, Knowledge & Training\nOwn the Help Centre and internal support documentation standards, including macros, workflows, and SOPs.\nOwn onboarding and ramp frameworks and set training priorities so representatives are consistently well-equipped.\nKeep knowledge content accurate, current, and easy for the team to apply, closing gaps proactively.\nQuality\nOwn the QA framework and standards across the CX function.\nLine-manage a QA Analyst, and turn quality findings into coaching, content, process, and automation improvements.\nCX Systems, Tooling & Automation\nOwn CX tooling standards and Zendesk system configuration: routing, triggers, automations, and escalation logic across Customer Support and Trust & Safety.\nLead the continuous rollout and governance of AI-assisted support and moderation workflows, including prompt configuration, automation rules, quality checks, and safeguards.\nOwn intent, sentiment, and feedback taxonomies, ensuring tagging reflects customer context and risk.\nMonitor automation performance and decide when adjustments, safeguards, or rollbacks are needed.\nInsights, Reporting & Cross-Functional Collaboration\nOwn CX operational dashboards and reporting standards, giving leadership timely visibility into volume, automation performance, sentiment, and trends.\nRepresent CX systems and enablement in cross-functional work with Product, Tech, Data, and Operations, supporting launches, policy, and process changes.\nExpected Outcomes\nWithin 6-12 months, success looks like:\nCX teams operate on clear, stable, well-governed systems and documentation.\nZendesk workflows, automations, and escalation paths support Customer Support and Trust & Safety without friction.\nAI-assisted workflows are trusted, monitored, and governed, with clear quality controls.\nThe Help Centre and internal documentation are rebuilt to standard and consistently used.\nQuality is measured through a clear framework, with the QA Analyst delivering reliable insight.\nCX leadership has early visibility into pain points, safety risks, and operational bottlenecks.\nSkills & Competencies\nStrong understanding of CX operations and customer-facing workflows.\nProven experience owning CX tooling and operational systems, especially Zendesk.\nAbility to design, test, and QA automation and AI-assisted workflows.\nSystems-oriented thinker with strong execution discipline and attention to detail in quality- and risk-sensitive environments.\nData-literate, comfortable working with dashboards and operational metrics.\nClear communicator and effective people manager, able to influence peers and stakeholders.\nRequired Experience\n3-5+ years in CX Operations, Support Operations, or Enablement, or a closely related role.\nStrong hands-on experience with Zendesk (configuration, workflows, routing, reporting).\nExperience leading automation or tooling initiatives in an operational environment.\nExperience managing or coaching others.\nExposure to AI-assisted support or moderation tools is a plus.\nStrong fluency in English required.\nRecruitment process\n Introduction Interview (30min): A conversation with Talent Acquisition to discuss your experience, goals, and fit with Timeleft's mission.\n Panel Interview (45min): A joint conversation with the Customer Support Manager and Trust & Safety Manager, the peers you'll partner with most closely.\nTake-Home Test: A practical exercise reflecting typical operational and tooling scenarios in the role.\n Final Interview (45min): A follow-up with the Head of Customer Experience to review your take-home and confirm alignment.","description_format":"text","description_chars":4406,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[{"language":"English","level":"Advanced (C1)","optional":false}]},"benefits":[],"hiring_locations":[{"name":"Germany","iso":"DE","kind":"region"},{"name":"France","iso":"FR","kind":"region"},{"name":"United Kingdom","iso":"GB","kind":"region"},{"name":"Austria","iso":"AT","kind":"region"},{"name":"Belgium","iso":"BE","kind":"region"},{"name":"Bulgaria","iso":"BG","kind":"region"},{"name":"Croatia","iso":"HR","kind":"region"},{"name":"Czech Republic","iso":"CZ","kind":"region"},{"name":"Denmark","iso":"DK","kind":"region"},{"name":"Finland","iso":"FI","kind":"region"},{"name":"Hungary","iso":"HU","kind":"region"},{"name":"Ireland","iso":"IE","kind":"region"},{"name":"Italy","iso":"IT","kind":"region"},{"name":"Netherlands","iso":"NL","kind":"region"},{"name":"Norway","iso":"NO","kind":"region"},{"name":"Poland","iso":"PL","kind":"region"},{"name":"Romania","iso":"RO","kind":"region"},{"name":"Spain","iso":"ES","kind":"region"},{"name":"Sweden","iso":"SE","kind":"region"},{"name":"Switzerland","iso":"CH","kind":"region"},{"name":"Estonia","iso":"EE","kind":"region"},{"name":"Greece","iso":"GR","kind":"region"},{"name":"Iceland","iso":"IS","kind":"region"},{"name":"Latvia","iso":"LV","kind":"region"},{"name":"Liechtenstein","iso":"LI","kind":"region"},{"name":"Lithuania","iso":"LT","kind":"region"},{"name":"Luxembourg","iso":"LU","kind":"region"},{"name":"Malta","iso":"MT","kind":"region"},{"name":"Portugal","iso":"PT","kind":"region"},{"name":"Slovakia","iso":"SK","kind":"region"},{"name":"Slovenia","iso":"SI","kind":"region"}],"hiring_excludes":[],"relocation_offered":false,"industries":[],"lifecycle":[{"event":"open","at":"2026-09-12T08:56:40Z"},{"event":"close","at":"2026-09-16T15:59:46Z"},{"event":"reopen","at":"2026-10-05T09:36:15Z"}],"visa":[],"liveness":{"score":34,"band":"fade","label":"Fading","p_open":1,"p_active":0.61,"p_room":0.55,"age_days":38,"expected_fill_days":27,"reasons":["conf:2","win:tail"],"computed_at":"2026-10-12T06:55:09Z"},"pay":null,"html_url":"https://alion.io/job/timeleft-cx-enablement-operations-manager","json_url":"https://alion.io/job/timeleft-cx-enablement-operations-manager.json","meta":{"generated_at":"2026-10-12T09:29:06Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":14441,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-13T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":687345},"rest":"https://alion.io/mcp/rest/get_company?id=687345"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Ftimeleft-cx-enablement-operations-manager"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Ftimeleft-cx-enablement-operations-manager"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Ftimeleft-cx-enablement-operations-manager"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/timeleft-cx-enablement-operations-manager\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Ftimeleft-cx-enablement-operations-manager"}]}