Manager, Customer Care Enablement

🕒 il y a 10 jours

🍂 Massachusetts – Distant

🍂 Massachusetts – Remote

💵 $90 200 - $125 730 / an

⏰ Temps Plein

🟡 Intermédiaire

🟠 Senior

💝 Support Client

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ezCater

Site WebLinkedInTous les Emplois

501 - 1000 employés

Fondée en 2007

🤝 B2B

🛍️ eCommerce

💰 €100 000 000 Series D en 2021-12

B2B • eCommerce • Food and Beverage

ezCater est une plateforme qui offre aux entreprises des solutions de traiteur, permettant aux sociétés de commander de la nourriture pour des réunions et événements auprès d'une large gamme de restaurants et traiteurs. La plateforme permet aux utilisateurs de gérer facilement les commandes, garantissant que toutes les préférences alimentaires et les besoins professionnels sont satisfaits de manière fluide. En se concentrant sur les clients d'entreprise, ezCater simplifie le processus de restauration, le rendant plus efficace pour les organisations souhaitant nourrir leurs équipes et invités.

Description

• 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

🎯 Exigences

• 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 • Proven ability to drive behavioral change and adoption of new technologies and workflows across a large, distributed workforce • Deep familiarity with enterprise CRMs (e.g., Salesforce Case & Knowledge Management), modern Learning Management Systems (LMS), and Quality Management Systems (QMS) • Proven track record of successfully procuring, deploying, and managing AI, automation, or advanced tech solutions within a customer support organization • 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 • Extending training, QA standards, and knowledge resources to BPO or multi-site operations • Proven ability to align Operations, Analytics, Product, and Transformation teams and move complex initiatives forward without direct authority • 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

🏖️ Avantages

• 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