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Manager, Customer Care Enablement (Remote)

3 weeks, 1 day ago
United States
Full-time
Senior
Customer Support
Customer and Technical Support
CRM Generative AI Salesforce
Apply Now
ezCater

ezCater

ezCater is the leading nationwide marketplace for business catering, offering online ordering, reviews, and top-notch customer service. With a network of 100,000+ restaurants and caterers, ezCater serves over 200 million people, providing reliable cate...

Hotels, Restaurants & Leisure
251-1K
Founded 2007
$421M raised
View All Jobs 4

Description

  • Own and execute the Customer Care enablement strategy across onboarding, continuous learning, and quality management.
  • Lead quality assurance, instructional design, training, and employee development programs for Customer Care teams.
  • Drive adoption of AI-powered tools across content creation, coaching, and QA analytics.
  • Partner with Customer Service leadership, Product, and Engineering to prepare agents for product rollouts and process changes.
  • Build and scale learning and development programs for onboarding, role-based training, and continuing education.
  • Create training materials and enablement content in video-based, scenario-driven, and AI-integrated formats.
  • Translate complex processes into scalable learning experiences for internal teams and BPO partners.
  • Measure program effectiveness using operational and learning data and continuously improve outcomes.
  • Influence cross-functional stakeholders and BPO partners to improve performance, quality, and learning outcomes.

Requirements

  • 5+ years of experience in Learning & Development, Quality Assurance, Enablement, or Customer Support Operations.
  • 3+ years of experience leading teams at the Manager or Senior Manager level.
  • Experience coaching enablement professionals in a remote or distributed environment.
  • Proven ability to drive change management and technology adoption across a large, distributed workforce.
  • Deep familiarity with enterprise CRMs such as Salesforce Case and Knowledge Management, modern LMS platforms, and QMS tools.
  • Experience procuring, deploying, and managing AI, automation, or advanced technology solutions in a customer support organization.
  • Experience with knowledge management transformations, including KM migrations or governance initiatives.
  • Strong data fluency and analytical skills with the ability to turn operational data into actionable recommendations.
  • Experience supporting BPO or multi-site operations with training, QA standards, and knowledge resources.
  • Proven ability to influence Operations, Analytics, Product, and Transformation teams without direct authority.
  • Comfort working in evolving, ambiguous, technology-transformation environments.
  • Ability to travel up to 5 days per quarter for Together Weeks and other events, when applicable.

Benefits

  • National total target cash compensation of $90,200-$125,730 annually, including base salary and bonus target.
  • Stock options.
  • 12 paid holidays.
  • Flexible PTO.
  • 401(k) with ezCater match.
  • Health, dental, and FSA coverage.
  • Long-term disability insurance.
  • Mental health and family planning resources.
  • Remote-hybrid work option from the Boston office, home, or a mix of both.
  • Employee meal program when working in the office.

Interested in this position?

Apply directly on the company website

Apply Now

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