Customer Experience Operations & Enablement Lead , NY, Remote

Overview

At Rain, we’re rebuilding the global financial pipes money flows through. As we scale our Customer Experience organization, we’re investing in practical, durable systems that help teams do great work every day — not just more process for process’s sake.

We’re looking for a CX Operations & Enablement Lead who can roll up their sleeves early
, help unblock day‑to‑day CX work, and then turn what they learn into clear processes, documentation, and training. This role is ideal for someone who enjoys doing the work, spotting patterns, and building structure from real operating experience.

This is an individual contributor role with high ownership. It does not include people management or day‑to‑day ownership of frontline support outcomes.

• Support CX teams by helping clarify workflows, documentation, and “how things work”

• Assist with onboarding and training of new CX team members

• Help clean up, organize, and improve existing SOPs and internal docs

• Partner closely with CX Team Leads, QA, and Analytics to understand where teams are getting stuck

• Act as a flexible operator where structure is still forming

• Design and maintain scalable CX processes, SOPs, and playbooks

• Turn ad‑hoc knowledge and tribal context into clear, usable documentation

• Build onboarding and ongoing enablement materials that reduce confusion and rework

• Partner with QA to align documentation with quality standards

• Partner with Analytics to ensure processes support clean, consistent data

• Help evaluate CX tools, platforms, and solutions

• Support rollout planning, documentation, and adoption for new tools or workflows

• Translate product, compliance, and operational changes into CX‑ready guidance

• Teams spend less time asking “how does this work?”

• New hires ramp faster and more confidently

• CX documentation reflects real workflows, not idealized ones

• Changes ship with clearer guidance and fewer downstream issues

• Enablement feels supportive, not bureaucratic

• Experience in CX operations, enablement, support, or adjacent operational roles

• Comfort being hands‑on and working through ambiguity

• Strong process thinking and documentation skills

• Ability to see patterns and turn them into systems

• Clear written and verbal communication

• Collaborative mindset and low‑ego approach