Operations Enablement Specialist

SUMMARY:

The Operations Enablement Specialist is a technology-forward role within the Quality Assurance and Support Operations ecosystem. This position focuses on identifying, piloting, and helping implement modern technology solutions that improve both internal and external customer support experiences. The role is deeply embedded in day-to-day support operations, working hands-on with platforms, data, and tools to optimize workflows, enhance service quality, and ensure support teams are fully equipped to leverage technology to its maximum capability.

Technology—including AI, automation, and integration is a core enabler of this role. The Operations Enablement Specialist acts as a bridge between Support, Operations, and Technology teams, translating operational needs into scalable, practical solutions while reinforcing a human‑in‑the‑loop service model.

ESSENTIAL FUNCTIONS:

• Immerse within Customer Support and Business Support operations to understand workflows, pain points, and opportunities for improvement.


• Configure, test, and maintain support platforms (e.g., contact center tools, ticketing systems, knowledge bases).


• Identify opportunities to improve efficiency and service quality through automation, tooling enhancements, and platform optimization.


• Partner with Technology and Operations teams to support API integrations, system enhancements, and data flows that strengthen the support ecosystem.


• Identify, prototype, and help implement emerging technologies—including custom AI agents—to enhance support team effectiveness.


• Configure, test, and monitor AI-driven tools such as agent assist, knowledge retrieval, workflow automation, and decision support solutions.


• Establish guardrails, testing practices, and monitoring approaches to ensure technology solutions are accurate, safe, compliant, and effective.


• Document system logic, workflows, escalation paths, and exception handling for transparency and operational continuity.


• Work with support and operational data to identify trends, gaps, and opportunities.


• Assist in prioritizing data sources and metrics that matter most to the support experience.


• Track performance KPIs related to quality, efficiency, customer experience, and technology adoption.


• Recommend and help implement improvements based on data insights and frontline feedback.


• Help ensure support teams are equipped to fully leverage deployed tools and technologies.


• Assist with the development of training materials, job aids, and documentation for new systems and enhancements.


• Provide coaching and guidance to agents and leaders on effective use of technology in daily workflows.


• Reinforce adoption by partnering with supervisors, trainers, and operations leaders.


• Perform quality reviews and evaluations aligned with service excellence and compliance standards.


• Document findings, trends, and corrective actions related to quality and technology enabled workflows.


• Support investigations of quality issues or service failures and contribute to root-cause analysis.


• Partner closely with Support Operations, Quality Assurance, Technology, and Training teams.


• Serve as a technology‑focused subject matter resource for support tools and processes.


• Assist with escalations, complex issues, and special projects as needed.


• Participate in interviewing and selection of support or technology‑adjacent roles as appropriate.


• Completes annual compliance courses.


• Adheres specifically to all corporate policies and procedures. Also adheres to Federal and State regulations and laws; including, the Bank Secrecy Act and the Anti-Money Laundering Act.


• Adheres to all levels of our Service Excellence standards.


• Performs other duties as required.

GENERAL QUALIFICATIONS:

Knowledge & Experience:  These specifications are general guidelines based on the minimum experience normally considered essential to the satisfactory performance of this position.   Individual abilities may result in some deviation from these guidelines.

• Associate’s or Bachelor’s degree in Information Systems, Computer Science, Data Analytics, Business Analytics, or a related technology field (or equivalent experience).


• Ideal for professionals with a strong interest in applied technology and operations.


• Internship, academic, or project‑based experience with support systems, automation, data analysis, or software tools preferred.


• Strong interest in emerging technologies, AI, automation, and system integrations.


• High technical aptitude with the ability to quickly learn and configure new platforms and tools.


• Foundational understanding of APIs, system integrations, and data concepts.


• Analytical mindset with the ability to translate data into actionable insights.


• Strong problem‑solving and critical‑thinking skills.


• Excellent written and verbal communication skills.


• Ability to work independently, manage multiple initiatives, and prioritize effectively.


• Customer‑centric mindset with attention to service quality and user experience.


• Curiosity, adaptability, and a continuous‑learning orientation.

Physical Demands/Work Environment: Vision, hearing, speech, dexterity, visual concentration.  A valid driver’s license is required.  Must have the ability to stand, walk, sit and use hands and fingers.  Must have the ability to work the hours and days required to complete the essential functions of the position, as scheduled.  The environment is a professional office with standard office equipment.

Cognitive Requirements:  Learning, thinking, concentration, ability to exercise self-control, ability to work in a customer relations’ environment.  Must be able to pay close attention to detail and be able to work as a member of a team.  Must have the ability to interact effectively with co-workers and customers, and exercise self-control and diplomacy in customer and employee relations’ situations.  Must have the ability to exercise discretion as well as appropriate judgments when necessary.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.