Manager, Customer Care Enablement (Remote)

The Manager, Customer Care Enablement at ezCater, Inc. is responsible for developing and executing strategies that enhance the performance and efficiency of the Customer Care teams. This role involves overseeing Quality Assurance (QA), Instructional Design (ID), Training, and employee development programs, ensuring they align with key business metrics such as Customer Satisfaction (CSAT), Net Promoter Score (NPS), First Contact Resolution (FCR), and Average Handle Time (AHT). The position requires close collaboration with Customer Service leadership, BPO partners, and cross-functional teams to implement scalable enablement infrastructure in a rapidly evolving technology environment.