Manager, Customer Care Enablement

ezCater, the #1 food tech platform for workplaces in the US, is seeking a Manager, Customer Care Enablement to lead the strategy, execution, and continuous improvement of programs that enhance Customer Care team performance. This role is critical as ezCater transforms its contact center technology, expands AI-powered quality tools, and migrates its knowledge ecosystem into Salesforce Service Cloud. You will build scalable enablement infrastructure, influencing across Customer Care leadership, BPO partners, and cross-functional stakeholders.

What You’ll Do

• Own Customer Care Enablement Strategy: Design and execute a comprehensive enablement roadmap aligning onboarding, continuous learning, and quality management with core business KPIs (CSAT, NPS, FCR, 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 for success in a technology-augmented environment (Salesforce, CCaaS, AI-assisted workflows). Measure effectiveness and use data for continuous improvement.
• Shape Instructional Design for the Future of Work: Lead the development of training materials and enablement content across various modalities (video, scenario-driven, AI-integrated). Translate complex processes into engaging, scalable learning experiences for internal and BPO teams.

What You Have

• 5+ years in Learning & Development, Quality Assurance, Enablement, or Customer Support Operations, with a proven 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.
• Change Management: Proven ability to drive behavioral change and adoption of new technologies and workflows across a large, distributed workforce.
• 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: Proven track record of successfully 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: Thrives in evolving, technology-transformation environments and knows how to iterate while keeping teams aligned.
• Ability to travel up to 5 days per quarter for company events, as applicable.

Total Target Cash Compensation Range: $90,200 - $125,730 annually.

What You’ll Get from Us

• A compelling experience in an innovative, high-performing environment.
• Opportunities to grow in your career.
• Work/life harmony.
• Market-competitive salary and stock options.
• 12 paid holidays and flexible PTO.
• 401K with ezCater match.
• Health/dental/FSA, long-term disability insurance, mental health and family planning resources.
• Remote-hybrid work options.
• Significant responsibility and autonomy.
• Employee meal program and other office perks.
• The satisfaction of transforming the food for work space.