Staff CX Service Enablement Specialist

Innovate with purpose At BILL, we believe in empowering the businesses that drive our economy. By replacing outdated financial processes with innovative tools, we help businesses—from startups to established brands—make smarter decisions and gain control of their operations. And we don’t stop there: we’re creating the future of financial automation so businesses can spend more time on what matters. Working here means you become part of a vision-driven team that’s ready to tackle challenges and build cutting-edge solutions. We value purpose, drive, and curiosity—and we thrive in a fast-paced, ever-changing environment. Whether in one of our offices in San Jose, CA, Draper, UT, or in a remote-eligible role, BILLders collaborate to deliver real impact for businesses that need more time in their busy weeks. BILL builds high performing teams and we seek to hire the best talent for every role. We're committed to building a workplace that fosters inclusion and diverse perspectives, valuing each person’s unique skills and experiences. We’d love to hear from you—you might be just what we’re looking for, whether in this role or another. ✨ Let’s give businesses more time for what matters. Make your impact within a rapidly growing Fintech Company Customer Experience (CX) is a group of bold, goal-oriented, fast-moving and customer-obsessed individuals who care deeply for each other’s success, growth, and development. We take fierce pride in the opportunity our CX team has to positively impact customers’ businesses and their lives. We appreciate and celebrate our past but we are constructively dissatisfied about the opportunities we have in hand and the future we need to build. We are now writing the next chapter of our customer experience journey—CX 2.0—bringing the best of our customer-obsessed frontline associates and humanized digital experiences together for an effortless, seamless experience for our customers. As a Staff CX Service Enablement Specialist on the CX Operations team, you will own the design, optimization, and governance of the service processes and workflows that power BILL’s customer experience at scale. Where the Senior-level role on this team focuses on administering tools and supporting day-to-day system operations, this Staff-level position takes a broader view—driving end-to-end process strategy, leading cross-functional improvement initiatives, and shaping the operational foundation of CX 2.0. You will partner directly with CX leadership, IT BizTech, Insights & Analytics, Workforce Management, and Enterprise Risk Management to turn operational complexity into streamlined, measurable outcomes. Responsibilities: 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 C…