ezCater, Inc
Manager,CustomerCareEnablement
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“Manager, Customer Care Enablement at ezCater, Inc. Skills: Customer Care Enablement, AI Integration, Learning Programs, Instructional Design. Own enablement strategy. Design enablement roadmap”
What You'll Achieve.
Align with core business KPIs; Raise bar on performance; Raise bar on quality; Raise bar on learning outcomes; Improve performance measurably; Continuously improve outcomes
Industry & Context.
Root cause analysis; Data-driven recommendations
Travel up to 5 days per quarter
What They're Looking For.
Must Have
5+ years L&D, QA, Enablement, or CS Ops, 3+ years leading teams, Change Management experience, Familiarity with enterprise CRMs, Familiarity with modern LMS, Familiarity with QMS, AI/Tech Implementation experience, Knowledge Management transformation experience, Data fluency and analytical skills, BPO partnership experience, Cross-functional influence, Comfort with change and ambiguity
What You'll Do.
Own enablement strategy
Design enablement roadmap
Execute enablement roadmap
Align continuous learning
Align quality management
Spearhead AI tool adoption
Act as strategic advisor
Ensure agent preparedness
Oversee role-based training
Oversee continuing education
Equip employees for success
Measure effectiveness
Use data for improvement
Lead training material development
Lead enablement content development
Translate complex processes
Create engaging learning experiences
How You'll Work.
Team & Collaboration
Customer Care leadership; BPO partners; Cross-functional stakeholders; Customer Service leadership; Product teams; Engineering teams; Operations teams; Analytics teams; Transformation teams
Process & Methodology
Roadmap planning
Full Job Description
ezCater is the #1 food tech platform for workplaces in the US. The company makes it easy for any organization to manage its food needs and order from over 125,000 restaurants nationwide. 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. 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. 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). This leader builds scalable enablement infrastructure in a rapidly evolving technology environment, influencing across Customer Care leadership, BPO partners, and cross-functional stakeholders to raise the bar on performance, quality, and learning outcomes. 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). 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 pr
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