Manager, Customer Care Enablement

New

Remote-hybrid work from our awesome Boston office OR your home OR a mixture of both home and officeFull-TimeManager

Salary90,200 - 125,730 USD per year OTE

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Job Details

Experience: 5+ years in Learning & Development, Quality Assurance, Enablement, or Customer Support Operations; 3+ years leading teams
Required Skills: Data AnalysisSalesforceChange ManagementGenerative AI

5+ years in Learning & Development, Quality Assurance, Enablement, or Customer Support Operations.
3+ years leading teams at a Manager or Senior Manager level.
Proven ability to drive behavioral change and adoption of new technologies across a large, distributed workforce.
Deep familiarity with enterprise CRMs (e.g., Salesforce), modern LMS, and QMS.
Proven track record of successfully procuring, deploying, and managing AI or advanced tech solutions in a support organization.
Knowledge Management transformation experience.
Data fluency and analytical skills to synthesize operational data into insights.
Experience extending training, QA standards, and knowledge resources to BPO or multi-site operations.
Ability to travel up to 5 days per quarter for events.

Design and execute a comprehensive enablement roadmap that aligns onboarding, continuous learning, and quality management with core business KPIs.
Spearhead the adoption of AI-driven tools including generative AI for content creation, AI-assisted coaching, and automated analytics for QA.
Act as a strategic advisor to Customer Service leadership, Product, and Engineering teams.
Oversee onboarding, role-based training, and continuing education in a tech-augmented environment.
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.

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