CX Operations Enablement Specialist

Job overview

The CX Operations Enablement Specialist is an office-first role in Nashville, TN, requiring at least four days onsite each week. Compensation is $63,000–$75,000 per year. Metropolis develops technology for parking, mobility, retail, and hospitality experiences.

What you'll do

• Own customer-facing Help Center and internal knowledge library content
• rebuild legacy SOPs into workflows based on Acknowledge, Empathize, Verify, Resolve
• create localized compliant SOPs and decision trees
• maintain CRM macros and FAQs to support First Contact Resolution
• prepare knowledge assets for new-location launches
• coordinate compliant agent guardrails with Experience Integrity and Government Relations
• structure content for AI retrieval
• work with AI content analysts to address documentation gaps
• and conduct recurring knowledge audits with QA and Training.

What we're looking for

Skills & competencies

cx operations enablement specialist

nashville tn

metropolis

office-first

knowledge management

sop documentation

customer experience

gladly crm

first contact resolution

ai support tools

$63k–$75k

Work arrangement

• Weekend coverage required

Benefits & perks

• The compensation package may include healthcare benefits, a 401(k) plan, short- and long-term disability coverage, basic life insurance, stock options, and bonus plans.

Why this role

Supports both frontline agents and AI support tools, including the company’s AI Agent, Parker, and internal LLMs.

About the employer

Metropolis is hiring for this role. Industry: Computer Systems Design Services. Sector: 54.