Manager, Customer Care Enablement (Remote)

About the role

The Customer Care & Operations organization creates reliable, beyond-helpful experiences for customers, restaurant partners, and delivery partners. As we transform our contact center technology, expand AI-powered quality tools, and migrate our knowledge ecosystem into Salesforce Service Cloud, the Manager, Customer Care Enablement is critical to enabling that foundation.

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

• Ability to travel up to 5 days per quarter for Together Weeks, team gatherings and other events, when applicable.

Skills

• Strategic thinker with a focus on customer experience and operational excellence
• Strong communication and collaboration skills
• Experience with AI and machine learning technologies
• Ability to lead and mentor a team
• Proven ability to analyze and interpret data

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
• 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
• Opportunity to contribute to transforming the food for work space

Pay

Final offer amounts are determined by multiple factors, including prior experience, expertise and region & may vary from the amount above. This range does not represent additional compensation benefits (such as equity, 401K or medical, dental or vision insurance).

Schedule

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