Manager, Customer Care – Sales Enablement

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

📋 Description

• Convert SCANA Energy's business strategy, sales and customer experience objectives, along with operational priorities, into initiatives focusing on learning, quality, knowledge management, and readiness.

• Act as a senior leader within the Training and Quality departments.

• Guide and develop managers, supervisors, and team leads responsible for training delivery, curriculum creation, quality oversight, and coaching programs.

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

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

• Create and implement training programs and develop learning pathways for frontline staff and leaders.

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

• Oversee the Customer Care and Sales Quality Assurance program.

• Detect patterns and trends that impact customer experience and operational performance.

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

• Set quality standards, calibration procedures, reporting practices, and coaching strategies.

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

• Formulate communication, training, and support plans for new products, offers, processes, systems, and policies.

• Ensure consistent implementation of changes while proactively addressing adoption risks.

• Monitor and assess onboarding, training, quality, and knowledge initiatives through performance data.

• Showcase the impact of enablement initiatives on 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 comparable areas.

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

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

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

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

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

• Proficiency in designing and implementing enablement programs.

• Strong capabilities in learning and development.

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

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

• Candidates must be authorized to work in the US on a full-time basis.

• Current or future sponsorship is not offered or available.

🏝️ Benefits

• Comprehensive medical coverage with complimentary telehealth services.

• Dental insurance.

• Vision insurance.

• Employer contributions to health savings accounts.

• Access to Headspace support.

• Complimentary mental healthcare visits for employees and their dependents.

• Maven family planning support.

• Paid family and caregiver leave.

• Services for fertility, adoption, and surrogacy.

• 401(k) plan with company matching.

• Financial wellbeing resources.

• Paid time off.

• Tuition reimbursement.

• Paid leaves.

• Employee hardship fund.

• Additional perks.

• Annual incentive plan based on company performance.