Manager, Customer Care Enablement (Remote)

About the role

The Customer Care & Operations organization at ezCater is responsible for creating reliable, beyond-helpful experiences for customers, restaurant partners, and delivery partners. This role is pivotal in transforming the contact center technology, expanding AI-powered quality tools, and migrating the knowledge ecosystem into Salesforce Service Cloud.

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
• Systems Knowledge: Deep familiarity with enterprise CRMs (e.g., Salesforce Case & Knowledge Management), modern Learning Management Systems (LMS), and Quality Management Systems (QMS)
• AI/Tech Implementation: 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
• 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
• Comfort with change and ambiguity: you thrive in evolving, technology-transformation environments and know how to iterate while keeping teams aligned

Qualifications

• Comfort with change and ambiguity: you thrive in evolving, technology-transformation environments and know how to iterate while keeping teams aligned

Skills

• Strategic Planning
• Project Management
• Learning & Development
• Customer Service
• Quality Assurance
• Instructional Design
• Technology Implementation
• Knowledge Management
• Data Analysis
• Collaboration
• Change Management

Benefits

• Market competitive salary
• Stock options
• 12 paid holidays
• Flexible PTO
• 401K with ezCater match
• Health/dental/FSA
• Long-term disability insurance
• Mental health and family planning resources
• Employee meal program

Pay

The national total target cash compensation range for this position, including base salary and bonus target, is $90,200-$125,730 annually.

Schedule

You will have opportunities to grow in your career, and work in a place that values work/life harmony.