Manager, Customer Care & Sales Enablement

IGS Energy is seeking a Manager, Customer Care & Sales Enablement to translate business strategy and operational priorities into initiatives that improve frontline performance. The role leads the Learning & Development and Quality Assurance functions while actively designing training, developing content, analyzing performance trends, managing knowledge resources, and driving readiness for business changes.

Responsibilities:

• Partner with Customer Care, Sales, Revenue Assurance, IT and Operations leadership to understand business goals, customer experience priorities, and operational challenges
• Translate business strategy into training, coaching, knowledge management, quality, and readiness initiatives
• Ensure frontline teams are prepared to successfully support changes in products, offers, policies, systems, and customer programs
• Provide strategic and operational leadership for the Learning & Development and Quality Assurance functions
• Lead and develop the managers, supervisors, and team leads responsible for training delivery, curriculum development, quality monitoring, and coaching programs
• Establish functional goals, performance expectations, workforce planning, and development strategies for both teams
• Ensure alignment of Training and Quality priorities with business objectives, customer experience goals, and operational performance metrics
• Build leadership capability within the Training and Quality organizations through coaching, mentoring, succession planning, and talent development
• Drive accountability for functional performance, continuous improvement, and business outcomes across both teams
• Design and deliver training that improves employee performance and accelerates time-to-proficiency
• Identify skill gaps and development opportunities through quality reviews, performance trends, and leadership feedback
• Develop learning pathways that support both frontline employees and leaders
• Provide direction to training supervisor on onboarding, ongoing development, leadership training, and performance improvement initiatives
• Ensure training supervisor has the structure, resources, and performance measures necessary to deliver effective programs at scale
• Own the Customer Care and Sales Quality Assurance program
• Identify themes and trends that impact customer experience and operational performance
• Partner with leaders to turn quality findings into targeted coaching, training, and process improvements
• Lead the Quality Assurance supervisor in establishing quality standards, calibration processes, reporting practices, and coaching strategies
• Partner with the Quality supervisor to prioritize improvement opportunities and ensure quality insights drive measurable business outcomes
• Develop the capability of the Quality supervisor to effectively coach operational leaders and influence performance improvements
• Own the structure, governance, and ongoing improvement of Customer Care and Sales knowledge resources
• Ensure employees can easily find accurate information while supporting customers
• Improve knowledge adoption and effectiveness through ongoing measurement and feedback
• Maintain processes that keep knowledge current and reliable
• Develop communication, training, and support plans for new products, offers, processes, systems, and policies
• Ensure changes are implemented consistently across teams
• Partner with leaders to identify adoption risks and proactively address them
• Track and evaluate the effectiveness of onboarding, training, quality, and knowledge initiatives
• Use data to identify opportunities to improve employee effectiveness and customer outcomes
• Provide recommendations based on performance trends and operational needs
• Demonstrate the impact of enablement efforts on business performance

Requirements:

• • Possess the understanding that training alone does not improve performance
• • Able to connect business strategy to frontline execution
• • Able to identify the root causes of performance issues
• • Proven expertise in building practical solutions that improve results
• • Focus on developing leaders and employees
• • Able to balance strategic thinking with hands-on execution
• • Fundamentally energized by helping people perform at their best and creating systems that allow customer-facing teams to succeed consistently
• • Strong learning and development capabilities
• • Experience designing and implementing enablement programs
• • Excellent communication, facilitation, and stakeholder management abilities
• • Excellent project management, change management, and communication abilities
• • Proficiency with CRMs (e.g., Salesforce, HubSpot), learning management systems, and performance reporting tools
• • Bachelor's degree in business, marketing, or related area
• • 7-9 years in enablement, learning, customer success, organizational effectiveness or related areas
• • Experience partnering with leaders to improve organizational and employee performance
• • Experience leading training, quality, onboarding, or knowledge management programs
• • Experience leading leaders within leaning, training, quality assurance, customer experience, enablement, or operational excellence functions
• • Demonstrated success building and scaling high-performing teams through leadership development, coaching, and performance management
• • Experience managing multiple functions or departments and aligning their priorities to broader business objectives
• Applicants must be authorized to work in the US on a full-time basis. Unfortunately, a current or future need for sponsorship is not supported or available for this position