Manager, Customer Care Enablement

What You'll Do

• 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.

What You Have

• 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
• Ability to travel up to 5 days per quarter for Together Weeks, team gatherings and other events, when applicable

Compensation & 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, employee meal program