Manager, Customer Care Enablement

This is a fully remote position, open to applicants in Massachusetts.

📋 Description

• Take charge of the Customer Care Enablement Strategy by designing and implementing a detailed enablement roadmap that aligns onboarding, continuous learning, and quality management with essential business KPIs (CSAT, NPS, FCR, and AHT).

• Lead the integration of AI & technology by promoting the usage of AI-driven tools throughout the enablement lifecycle, including generative AI for content creation, AI-assisted coaching, and automated speech/text analytics for quality assurance.

• Foster Cross-Functional Partnerships by serving as a strategic advisor to Customer Service leadership, Product, and Engineering teams to ensure agents are well-prepared for new product launches and process modifications.

• Develop Scalable Learning & Development Programs by managing onboarding, role-specific training, and ongoing education. Equip employees for success in a technology-enhanced environment utilizing Salesforce, CCaaS, and AI-driven workflows. Measure the effectiveness of programs and apply data to continuously enhance outcomes.

• Shape the future of instructional design by leading the creation of training materials and enablement content across video-based, scenario-driven, and AI-integrated formats. Transform complex processes into engaging learning experiences that can be scaled across internal and BPO teams.

⛳️ Requirements

• A minimum of 5 years of experience in Learning & Development, Quality Assurance, Enablement, or Customer Support Operations, with a proven history of building and scaling programs that significantly enhance performance.

• At least 3 years of experience leading teams at a Manager or Senior Manager level, successfully coaching enablement professionals in remote or distributed environments.

• Demonstrated capability to drive behavioral change and facilitate the adoption of new technologies and workflows across a large, distributed workforce.

• Strong familiarity with enterprise CRMs (e.g., Salesforce Case & Knowledge Management), modern Learning Management Systems (LMS), and Quality Management Systems (QMS).

• A successful track record in procuring, deploying, and managing AI, automation, or advanced technological solutions within a customer support organization.

• Experience in leading or supporting Knowledge Management migrations or governance initiatives where content quality directly influences agent and AI tool performance.

• Ability to distill operational data into actionable insights.

• Proficient in utilizing quality trends, learning metrics, and performance data to formulate clear, actionable recommendations.

• Experience extending training, QA standards, and knowledge resources to BPO or multi-site operations.

• Proven ability to align Operations, Analytics, Product, and Transformation teams to advance complex initiatives without direct authority.

• Ability to thrive in dynamic, technology-driven environments and iterate effectively while maintaining team alignment.

• Willingness to travel up to 5 days per quarter for Team Together Weeks, team gatherings, and other events, as applicable.

🏝️ Benefits

• Competitive salary aligned with market standards.

• Stock options with tremendous growth potential.

• 12 paid holidays annually.

• Flexible Paid Time Off (PTO).

• 401K plan with ezCater matching contributions.

• Comprehensive health, dental, and FSA benefits.

• Long-term disability insurance coverage.

• Resources for mental health and family planning.

• Flexible remote-hybrid work arrangements from our vibrant Boston office, your home, or a combination of both.

• Significant responsibility and autonomy in your role.

• Fantastic colleagues who make the work environment enjoyable.

• Employee meal program along with many additional perks when working in the office.