Manager, Customer Care Enablement (Remote)
About The Position
The Customer Care & Operations organization creates reliable, beyond-helpful experiences for customers, restaurant partners, and delivery partners. As we transform our contact center technology, expand AI-powered quality tools, and migrate our knowledge ecosystem into Salesforce Service Cloud, the Manager, Customer Care Enablement is critical to enabling that foundation. This role owns the strategy, execution, and continuous improvement of the programs that make Customer Care teams exceptional — spanning Quality Assurance (QA), Instructional Design (ID), Training, and ToolShed (employee development). This leader builds scalable enablement infrastructure in a rapidly evolving technology environment, influencing across Customer Care leadership, BPO partners, and cross-functional stakeholders to raise the bar on performance, quality, and learning outcomes.
Requirements
- 5+ years in Learning & Development, Quality Assurance, Enablement, or Customer Support Operations — with a track record of building and scaling programs that measurably improve performance
- 3+ years leading teams at a Manager or Senior Manager level, with success coaching enablement professionals in a remote or distributed setting
- Change Management: Proven ability to drive behavioral change and adoption of new technologies and workflows across a large, distributed workforce.
- Systems Knowledge: Deep familiarity with enterprise CRMs (e.g., Salesforce Case & Knowledge Management), modern Learning Management Systems (LMS), and Quality Management Systems (QMS).
- AI/Tech Implementation: Proven track record of successfully procuring, deploying, and managing AI, automation, or advanced tech solutions within a customer support organization.
- Knowledge Management transformation experience — leading or supporting KM migrations or governance initiatives where content quality directly impacts agent and AI tool performance
- Data fluency and analytical skills — Ability to synthesize operational data into actionable insights. Comfortable using quality trends, learning metrics, and performance data to drive clear, actionable recommendations
- BPO partnership experience — extending training, QA standards, and knowledge resources to BPO or multi-site operations and aligning on calibration and accountability
- Cross-functional influence — proven ability to align Operations, Analytics, Product, and Transformation teams and move complex initiatives forward without direct authority
- Comfort with change and ambiguity — you thrive in evolving, technology-transformation environments and know how to iterate while keeping teams aligned
Responsibilities
- Own Customer Care Enablement Strategy: Design and execute a comprehensive enablement roadmap that aligns onboarding, continuous learning, and quality management with core business KPIs (CSAT, NPS, FCR, and AHT).
- AI & Technology Integration: Spearhead the adoption of AI-driven tools across the enablement lifecycle, including generative AI for content creation, AI-assisted coaching, and automated speech/text analytics for QA.
- Cross-Functional Partnership: Act as a strategic advisor to Customer Service leadership, Product, and Engineering teams to ensure agents are prepared for new product rollouts and process changes.
- Build Scalable Learning & Development Programs: Oversee onboarding, role-based training, and continuing education. Equip employees to succeed in a technology-augmented environment — Salesforce, CCaaS, and AI-assisted workflows. Measure effectiveness and use data to continuously improve outcomes.
- Shape Instructional Design for the Future of Work: Lead development of training materials and enablement content across video-based, scenario-driven, and AI-integrated modalities. Translate complex processes into engaging learning experiences that scale across internal and BPO teams.
Benefits
- Market competitive salary
- stock options
- 12 paid holidays
- flexible PTO
- 401K with ezCater match
- health/dental/FSA
- long-term disability insurance
- mental health and family planning resources
- remote-hybrid work from our awesome Boston office OR your home OR a mixture of both home and office
- a tremendous amount of responsibility and autonomy
- employee meal program (and many more goodies) when you’re in our office
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What This Job Offers
Job Type
Full-time
Career Level
Manager
Education Level
No Education Listed
