Experience Enablement & Development Lead

FIGS

Experience Enablement Lead improving CX quality, training, and processes for FIGS, a direct-to-consumer healthcare apparel brand. Building QA programs, curricula, SOPs, and automation across in-house and outsourced customer experience teams.

Posted 8/13/2026full-timeRemote • 🇺🇸 United StatesSenior💰 $70,000 - $80,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in quality assurance, training development, and process improvement within customer experience environments. Proficient in analyzing performance data to drive actionable insights and enhance training effectiveness.

Highest-signal resume keywords

Quality Assurance ManagementTraining DevelopmentProcess ImprovementData AnalysisCross-Functional Collaboration

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Quality Scoring ModelsTraining Curriculum DesignPerformance Data AnalysisCalibration SessionsSOP DocumentationAutomation IdentificationCustomer Satisfaction MeasurementReal-Time QA MonitoringProcess DocumentationCorrective Action Planning

Soft Skills

Excellent Communication SkillsProcess-OrientedAdaptability in Fast-Paced EnvironmentsConfidence in Cross-Functional Partnerships

Tools & Technologies

QA Intelligence PlatformReal-Time QA Dashboards

Industry Keywords

Contact CenterCustomer ExperienceEcommerceRetailBPO Training

About the role

Key responsibilities & impact

Own the day-to-day quality, training, and process improvement engine for the CX team
Operate and maintain the QA intelligence platform, including scoring models, rubrics, and calibration settings
Run calibration sessions with internal and BPO teams
Translate platform findings into actionable feedback and training content
Design and build training curricula for agents and team leads using quality and CSAT data
Partner with BPO trainers to deliver training across outsourced teams
Measure training effectiveness using performance data, quality trends, and learner feedback
Support corrective action plans when quality or CSAT falls below target
Monitor real-time QA dashboards for customer-impacting issues
Identify workflow gaps and process friction and support process improvements
Reinforce onboarding and operational standards across in-house and BPO teams
Roll out quality and training initiatives and embed them into onboarding and SOPs
Build and maintain current SOPs and process documentation
Identify automation opportunities and track quality, training, process, and automation projects from idea to impact
Collaborate with Insights & Communications, CX Operations, Automation, Workforce Management, and BPO leadership
Bring data and a clear point of view to cross-functional discussions
Help teams adopt new tools, standards, and processes

Requirements

What you’ll need

3–5 years in a contact center, ecommerce, retail, or similarly customer-facing environment
3–5 years in training, quality, education, or CX program roles
Experience building training from scratch and facilitating it live
Ability to identify enablement needs from performance data and determine appropriate interventions
Ability to independently run a program day to day and escalate issues appropriately
Confidence working with cross-functional partners
Excellent verbal and written communication skills
Extremely process-oriented
Ability to thrive in a fast-paced, evolving environment
Availability for some weekends and holidays
Bachelor’s degree in a related field preferred

Benefits

Comp & perks

Discount when purchasing FIGS stock voluntarily through the FIGS Employee Stock Purchase Plan
Comprehensive benefits and perks package focused on well-being
Premium medical, dental, and vision coverage
Full access to wellness services through Breethe and ClassPass
100% FIGS-sponsored life insurance and disability insurance
401(k) program with company match up to the first 6% of contribution
12 company holidays
Flexible vacation for salaried team members
Parental leave, new parent care meals, and transition back to work for primary caregivers
50% discount on all FIGS products
Separate family and friends code for 25% off site-wide
Access to FIGS Vet
Discounted pet daycare
Discounted pet insurance
Benefits eligibility determined by hour requirements and length of service