Manager, Customer Care Enablement

Job not on LinkedIn

🔥 29 minutes ago

🍂 Massachusetts – Remote

🍂 Massachusetts – Remote

💵 $90.2k - $125.7k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

💝 Customer Support

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ezCater

WebsiteLinkedInAll Job Openings

501 - 1000 employees

Founded 2007

🤝 B2B

🛍️ eCommerce

💰 $100M Series D on 2021-12

B2B • eCommerce • Food and Beverage

ezCater is a platform that provides businesses with catering solutions, allowing companies to order food for meetings and events from a diverse range of restaurants and caterers. The platform enables users to easily manage orders, ensuring that all dietary preferences and business needs are met seamlessly. With a focus on corporate clients, ezCater streamlines the catering process, making it more efficient for organizations to feed their teams and guests.

📋 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

🎯 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 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

🏖️ Benefits

• 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