Manager, Customer Care Enablement
Leads strategy and execution of Customer Care enablement programs including QA, training, and instructional design. Builds scalable learning infrastructure and integrates AI tools to improve performance across internal and BPO teams.
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
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