Manager, Customer Care Enablement (Remote)

ezCater, Inc.

Job Overview

Location

Boston, MA

Job Type

Full-time

Full Job Description

📋 Description

• Manager, Customer Care Enablement (Remote) at ezCater, Inc. is a strategic leadership role responsible for designing and executing enablement programs that elevate the performance, quality, and learning outcomes of Customer Care teams across internal and BPO operations.
• Day to day, the manager will own the enablement strategy by aligning onboarding, continuous learning, and quality management with business KPIs such as CSAT, NPS, FCR, and AHT; lead AI and technology integration including generative AI for content creation and AI-assisted coaching; partner cross-functionally with Product, Engineering, and Customer Service leadership to prepare agents for product changes; oversee scalable learning and development programs including role-based training and continuing education; and shape instructional design by creating video-based, scenario-driven, and AI-integrated training materials that scale across teams.
• ezCater is the #1 food tech platform for workplaces in the US, connecting organizations with over 125,000 restaurants nationwide. The Customer Care & Operations organization delivers reliable, beyond-helpful experiences for customers, restaurant partners, and delivery partners, and is currently transforming its contact center technology, expanding AI-powered quality tools, and migrating its knowledge ecosystem into Salesforce Service Cloud — making this role critical to enabling that foundation.
• In this role, the person will learn to lead enablement in a rapidly evolving, technology-driven environment; gain deep experience in AI integration within customer support; develop expertise in scaling learning programs across internal and BPO teams; and achieve measurable impact on performance, quality, and agent readiness through data-informed decision-making and cross-functional influence.

🎯 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
• 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 impacts agent and AI tool performance
• Data fluency and analytical skills: ability to synthesize operational data into actionable insights using quality trends, learning metrics, and performance data

🏖️ Benefits

• Market competitive salary and stock options that you’ll help make worth a lot
• 12 paid holidays, flexible PTO, and 401K with ezCater match
• Health, dental, FSA, long-term disability insurance, mental health and family planning resources
• Remote-hybrid work options: work from home, the Boston office, or a mixture of both
• Employee meal program and many additional perks when working from the office
• Opportunities to grow your career in an innovative, high-performing environment with engaged and passionate colleagues

Skills & Technologies

Remote

$90k-125k

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ezCater, Inc.

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About ezCater, Inc.

Founded in 2007 and headquartered in Boston, Massachusetts, ezCater operates an online marketplace that connects businesses with local restaurants and caterers for corporate meals, events, and recurring catering needs across the United States. The platform offers ordering, scheduling, invoicing, analytics, and customer support tools designed for office administrators and event planners. ezCater partners with thousands of restaurants and caterers, providing businesses with curated menus, dietary filtering, on-time delivery tracking, and consolidated billing. The company has raised over $320 million in venture capital and serves more than 100,000 companies nationwide, positioning itself as a leading corporate catering solution.

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