Manager, Customer Care – Sales Enablement

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

📋 Description

• Convert business strategies, customer experience objectives, and operational priorities into initiatives focused on learning, quality, knowledge management, and readiness.

• Oversee the Learning & Development and Quality Assurance teams, including managers, supervisors, and team leads.

• Set functional goals, performance expectations, workforce planning, and development strategies.

• Enhance leadership capabilities through coaching, mentoring, succession planning, and talent development.

• Create and implement training programs aimed at improving employee performance and reducing time-to-proficiency.

• Recognize skill gaps and development opportunities by analyzing quality reviews, performance trends, and leadership insights.

• Manage the Customer Care and Sales Quality Assurance program, focusing on standards, calibration, reporting, and coaching strategies.

• Transform quality insights into targeted coaching, training, and process enhancements.

• Oversee the governance and ongoing improvement of Customer Care and Sales knowledge resources.

• Develop communication, training, and support strategies for new products, offers, processes, systems, and policies.

• Monitor the effectiveness of onboarding, training, quality, and knowledge initiatives through performance data analysis.

• Offer recommendations and showcase the impact of enablement efforts on business performance.

⛳️ Requirements

• A Bachelor's degree in business, marketing, or a related field.

• 7-9 years of experience in enablement, learning, customer success, organizational effectiveness, or similar areas.

• Proven experience collaborating with leaders to enhance organizational and employee performance.

• Background in leading training, quality, onboarding, or knowledge management initiatives.

• Experience in guiding leaders within learning, training, quality assurance, customer experience, enablement, or operational excellence roles.

• Demonstrated success in building and scaling high-performing teams through leadership development, coaching, and performance management.

• Experience managing multiple functions or departments while aligning priorities with broader business objectives.

• Ability to connect business strategies to frontline execution.

• Skill in identifying root causes of performance challenges.

• Expertise in developing practical solutions that drive results.

• Strong capabilities in learning and development.

• Experience in designing and implementing enablement programs.

• Excellent skills in communication, facilitation, stakeholder management, project management, and change management.

• Proficiency in CRMs such as Salesforce or HubSpot, along with learning management systems and performance reporting tools.

• Must have authorization to work in the US on a full-time basis.

• Current or future sponsorship is not supported or available.

🏝️ Benefits

• Comprehensive medical coverage with free telehealth services.

• Dental insurance.

• Vision insurance.

• Employer contributions to health savings accounts.

• Access to Headspace support.

• Free mental healthcare visits for employees and their dependents.

• Maven family planning support.

• Paid family and caregiver leave.

• Fertility, adoption, and surrogacy services.

• 401(k) plan with company matching.

• Financial wellbeing tools.

• Paid time off.

• Tuition reimbursement.

• Paid leaves.

• Employee hardship fund.

• Additional perks.

• Annual incentive plan based on company performance.