Manager, Customer Care – Sales Enablement

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

📋 Description

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

• Provide strategic leadership for the Learning & Development and Quality Assurance departments.

• Guide and mentor managers, supervisors, and team leads responsible for training, curriculum design, quality monitoring, and coaching.

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

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

• Create and implement training programs aimed at boosting employee performance and shortening time-to-proficiency.

• Identify skill deficiencies and growth opportunities through quality assessments, performance analysis, and feedback from leadership.

• Oversee the Customer Care and Sales Quality Assurance program.

• Analyze trends in customer experience and operational performance, translating insights into coaching, training, and process enhancements.

• Manage the structure, governance, and continuous improvement of Customer Care and Sales knowledge resources.

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

• Monitor the effectiveness of onboarding, training, quality, and knowledge initiatives, and propose enhancements based on data-driven insights.

• Showcase the impact of enablement initiatives on overall business performance.

⛳️ Requirements

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

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

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

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

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

• A track record of successfully building and scaling high-performing teams through leadership development, coaching, and performance management.

• Experience overseeing multiple functions or departments while aligning priorities with broader business goals.

• Ability to link business strategy to frontline execution.

• Skill in identifying root causes of performance challenges.

• Expertise in developing practical solutions that enhance results.

• Strong capabilities in learning and development.

• Experience in designing and executing enablement programs.

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

• Proficiency with CRM systems like Salesforce or HubSpot, learning management systems, and performance reporting tools.

• Must be authorized 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 coverage provided.

• Vision coverage available.

• Employer contributions to health savings accounts.

• Access to Headspace for mental wellbeing support.

• Complimentary mental healthcare visits for employees and their dependents.

• Maven support for family planning.

• Paid family and caregiver leave.

• Services available for fertility, adoption, and surrogacy.

• 401(k) plan with company matching.

• Financial wellbeing tools offered.

• Paid time off provided.

• Tuition reimbursement available.

• Paid leaves for various circumstances.

• Employee hardship fund accessible.

• Paid time off for volunteering activities.

• Additional perks for employees.