Manager, Customer Care Enablement (Remote)

ezCater is the #1 food tech platform for workplaces in the US. The Manager, Customer Care Enablement is responsible for owning the strategy, execution, and continuous improvement of programs that enhance Customer Care teams, focusing on Quality Assurance, Training, and employee development.

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

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 level, with success coaching enablement professionals in a remote or distributed setting
• Deep familiarity with enterprise CRMs (e.g., Salesforce Case & Knowledge Management), modern Learning Management Systems (LMS), and Quality Management Systems (QMS)
• Familiarity 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
• 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
• Proven ability to align Operations, Analytics, Product, and Transformation teams and move complex initiatives forward without direct authority
• 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