Manager, Sales and Operations Enablement

Caribou Financial • Chandler, AZ

13d • Hybrid

About The Position

At Caribou, we care about giving people financial freedom so they can focus on what’s most important to them. Today, less than two percent of Americans refinance their auto loans despite drastic increases in the cost of new and used cars. We see huge potential to help folks reduce their monthly auto expenses, as well as increase the predictability of those expenses over time. We do this by building technology to pair customers with community banks and credit unions, and ushering them through the process quickly. On average, our drivers save $151/month on their car loans while protecting their investment long term. Caribou is led by leaders from the technology, automotive, and finance industries. We’re proud to be backed by a great team of investors, including QED Investors, Goldman Sachs, Moderne Ventures, Accomplice, Link Ventures, Motley Fool Ventures and others. About the Role We are seeking a Manager, Contact Center Enablement & Performance to own the execution and strategy of training, knowledge management, and performance acceleration across our Sales and Operations. This role will report directly to the Director, Contact Center Operations, Enablement, and Strategy. You will be responsible for translating the overarching Sales and Operations Strategy into impactful enablement programs. This role will manage direct reports (e.g., Sales & Operations Training Specialists) and serve as the primary driver for how our Sales and Operations employees learn, perform, and progress in their careers. This role is hybrid and will be based out of our Chandler, AZ office.

Requirements

• You are a hands-on leader and proven strategist with the ability to translate business goals into scalable enablement programs and drive measurable performance improvement across both sales and operational teams.
• 5+ years of progressive experience in Sales, Operations, or Contact Center leadership roles, driving high-performance teams and accountability to production metrics.
• 2+ years of experience in Enablement (Sales, Operations, or broader L&D), with a track record of building successful, data-driven programs.
• Demonstrated ability to use data (e.g., funnel conversion rates, margin metrics, time-to-productivity) to identify gaps, measure training effectiveness, and drive continuous improvement.
• Exceptional project management, instructional design, and communication skills, with the ability to present results to senior leadership.

Nice To Haves

• 1+ years of experience managing and mentoring direct reports is preferred.

Responsibilities

• Create and drive a comprehensive Sales & Ops Enablement Strategic Plan developed in collaboration with direct manager, key stakeholders, and vendors.
• Take ownership of building the new training roadmap, defining technology priorities, and allocating resources to ensure complete alignment with strategic goals.
• Drive the implementation and maintenance of the Enablement Metrics Dashboard to track key performance indicators (KPIs) such as training completion, time-to-productivity, performance correlation, and ramp time, providing regular reports to leadership.
• Drive the long-term planning for a centralized, scalable learning management system (LMS) infrastructure. This responsibility includes building the vision and defining the criteria necessary to support a growing, multi-location organization.
• Design, implement, and continuously optimize holistic Sales and Operations onboarding programs that reduce the time-to-first-funded-loan (a critical KPI for the organization) and accelerate overall contribution to funded loan volume.
• Lead initiatives to improve the performance of all staff across Sales & Operations in the sales funnel, developing and deploying training solutions (e.g., knowledge management and targeted coaching scenarios) that directly address sales conversion barriers.
• Create and implement targeted enablement content focused on consultative selling, rate positioning, and value communication – directly supporting the goal of increasing revenue per customer.
• Develop and deploy a comprehensive Manager Toolkit (e.g., 1-on-1 templates, coaching guides) to standardize and accelerate new hire ramp and ensure consistent, high-quality coaching across Sales & Operations.
• Partner closely with Product & Technology (P&T) and Sales & Operations to build, drive, and deliver training for new initiatives and tooling, such new workflows, ensuring smooth transition and high adoption rates.
• Oversee the content, organization, and distribution strategy for knowledge management, ensuring consistency and alignment across knowledge tools and all training materials for both Sales and Operations.
• Integrate customer experience principles and VOC (Voice of Customer) insights into all enablement content, developing CX-focused training content and coaching scenarios that drive positive customer behaviors and reviews.

Benefits

• Competitive compensation: $104k - $130k
• Eligible for annual performance-based Incentive
• Equity options
• 401(k) retirement plan
• Generous paid time off including Flexible Time Off (FTO) for all employees and 100% paid parental leave for all parents
• Exceptional benefits including highly subsidized medical, dental, and vision plans, and fully company-paid mental health, disability, and basic life insurance
• Optional benefits to suit your individual circumstances such as HSAs (with Caribou HSA contributions), FSAs, supplemental life and health, legal, and pet insurance
• Up to $1,000 per year for eligible professional development expenses
• Employee referral program

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: No Education Listed
• Number of Employees: 101-250 employees