Hiring: Staff CX Service Enablement Specialist Company: BILL Location: California, United States Job Posted Time: 2026-09-13 11:54:33 Employment Type: Remote Target Skills & Keywords : Agile, Change Management, Microsoft Excel, Risk Management, SaaS, Salesforce, Segment, Six Sigma, Stakeholder Management About the job Experience: •7+ years of experience in service operations, process design, CX enablement, or business systems analysis within a SaaS or fintech environment. Required Skills: •Own the end-to-end design, documentation, and continuous improvement of service workflows across CX channels, ensuring processes scale with organizational growth and CX 2.0 priorities. •Lead process improvement initiatives by mapping current-state workflows, diagnosing friction points through data analysis, and building optimized future-state processes with clear success metrics. •Serve as the process design authority for CX systems and tools—including Salesforce Service Cloud, Five9, Amazon Connect, MaestroQA, and Calabrio—ensuring tool configurations align with operational workflows and agent enablement goals. •Partner with IT BizTech, Insights & Analytics, Workforce Management, and Enterprise Risk Management to translate cross-functional business requirements into actionable process and enablement solutions. •Develop and maintain standard operating procedures, playbooks, and decision frameworks that equip frontline agents to deliver fast, accurate, and consistent customer outcomes. •Define and track KPIs that measure process effectiveness, tool adoption, and enablement impact at the individual, segment, and organizational level. •Drive change management for new and updated workflows, including stakeholder alignment, communication plans, and coordination with enablement and training partners. •Evaluate emerging CX technologies and AI-powered contact center tools, building business cases for adoption that advance the CX 2.0 roadmap. Qualifications: •Lean Six Sigma, BPM, or similar process improvement certification. •Background in user acceptance testing (UAT) case creation and execution for CX platform implementations. •Please note that this position is not eligible for visa sponsorship. Applicants must have authorization to work in the United States without requiring visa sponsorship now or in the future. •Zone 1: San Francisco Bay Area CA (includes HQ), New York City, Seattle, Los Angeles County •Zone 2: CA (Non San Francisco Bay Area and Los Angeles County), Austin TX, Massachusetts •Zone 3: Utah (includes Utah office), Dallas TX, Houston TX, Florida, North Carolina, Illinois, Colorado, Arizona, Georgia, Oregon, Pennsylvania •Redefining how businesses automate their work is a fast-paced, exciting, and fun environment. But we also have benefits and perks to ensure the magic isn’t only experienced by our customers, but by our employees as well. •100% paid employee health, dental, and vision plans (choose HMO, PPO, or HDHP) Compensation: •$140,700 - $176,000 / year •Flexible work environment (work from home / hybrid options) •Competitive benefits and rewards package Interested candidates, please apply directly through the job posting on company's career page or try via AI auto apply on this platform. Don't miss this opportunity to join a forward-thinking team!