ezCater, Inc - Manager, Customer Care Enablement (Remote)
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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 • 5+ years • 3+ years leading teams at a Manager or Senior Manager level, with success coaching enablement professionals in a remote or distributed setting • 3+ years • Change Management: Proven ability to drive behavioral change and adoption of new technologies and workflows across a large, distributed workforce. • Change Management: • Systems Knowledge: Deep familiarity with enterprise CRMs (e.g., Salesforce Case & Knowledge Management), modern Learning Management Systems (LMS), and Quality Management Systems (QMS). • Systems Knowledge: • AI/Tech Implementation: Proven track record of successfully procuring, deploying, and managing AI, automation, or advanced tech solutions within a customer support organization. • AI/Tech Implementation: • Knowledge Management transformation experience — leading or supporting KM migrations or governance initiatives where content quality directly impacts agent and AI tool performance • Knowledge Management transformation experience • 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 • Cross-functional influence • Comfort with change and ambiguity — you thrive in evolving, technology-transformation environments and know how to iterate while keeping teams aligned • Comfort with change and ambiguity • Ability to travel up to 5 days per quarter for Together Weeks, team gatherings and other events, when applicable.
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). • Own Customer Care Enablement Strategy • 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. • AI & Technology Integration: • 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. • Cross-Functional Partnership: • 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. • Build Scalable Learning & Development Programs • 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. • Shape Instructional Design for the Future of Work
Benefits
• Please note: Final offer amounts are determined by multiple factors, including prior experience, expertise and region & may vary from the amount above. This range does not represent additional compensation benefits (such as equity, 401K or medical, dental or vision insurance). • ezCater does not sponsor applicants for work visas or legal permanent residence. • What You’ll Get from Us: • You’ll get a terrifically compelling experience in an innovative, high performing environment. You’ll get to work with engaged and passionate colleagues on challenging and impactful projects. You will have opportunities to grow in your career, and work in a place that values work/life harmony. • Oh, and you’ll get all this: Market competitive salary, stock options that you’ll help make worth a lot, 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, wicked awesome co-workers, employee meal program (and many more goodies) when you’re in our office, and knowing that you helped transform the food for work space.
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