Manager, Customer Care Enablement (Remote)

What You'll Do

• 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).
• 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.
• 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.

What You Have

• 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.
• Deep familiarity with enterprise CRMs (e.g., Salesforce Case & Knowledge Management), modern Learning Management Systems (LMS), and Quality Management Systems (QMS).
• 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.

Pay

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

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

About the Role

The Customer Care & Operations organization creates reliable, beyond-helpful experiences for customers, restaurant partners, and delivery partners. This role owns the strategy, execution, and continuous improvement of the programs that make Customer Care teams exceptional — spanning Quality Assurance (QA), Instructional Design (ID), Training, and ToolShed (employee development).

Qualifications

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.

Skills

3+ years leading teams at a Manager level, with success coaching enablement professionals in a remote or distributed setting.

Requirements

Deep familiarity with enterprise CRMs (e.g., Salesforce Case & Knowledge Management), modern Learning Management Systems (LMS), and Quality Management Systems (QMS).

Company Information

• ezCater is the #1 food tech platform for workplaces in the US.
• For workplaces, ezCater provides flexible and scalable solutions for everything from employee meal programs to one-off meetings, all backed by beyond helpful 24/7 service and business-grade reliability.
• For restaurant partners, ezCater helps grow their business by bringing them new high-value customers and large orders.
• Equal Opportunity Employer: We embrace humans of every background, appearance, race, religion, color, national origin, gender, gender identity, sexual orientation, age, marital status, veteran status, and disability status.