At Caribou, we care about giving people financial freedom so they can focus on what’s most important to them. Today, less than two percent of Americans refinance their auto loans despite drastic increases in the cost of new and used cars. We see huge potential to help folks reduce their monthly auto expenses, as well as increase the predictability of those expenses over time. We do this by building technology to pair customers with community banks and credit unions, and ushering them through the process quickly. On average, our drivers save $151/month on their car loans while protecting their investment long term.
Caribou is led by leaders from the technology, automotive, and finance industries. We’re proud to be backed by a great team of investors, including QED Investors, Goldman Sachs, Moderne Ventures, Accomplice, Link Ventures, Motley Fool Ventures and others.
We are seeking a Manager, Contact Center Enablement & Performance to own the execution and strategy of training, knowledge management, and performance acceleration across our Sales and Operations. This role will report directly to the Director, Contact Center Operations, Enablement, and Strategy.
You will be responsible for translating the overarching Sales and Operations Strategy into impactful enablement programs. This role will manage direct reports (e.g., Sales & Operations Training Specialists) and serve as the primary driver for how our Sales and Operations employees learn, perform, and progress in their careers.
This role is hybrid and can be based out of either our Chandler, AZ or Denver, CO office locations.
Key Responsibilities & Areas of OwnershipThis Manager will lead all facets of the enablement and performance function for the Sales and Operations, directly impacting key metrics related to lead conversion, revenue generation, process efficiency, and customer satisfaction.
Enablement Strategy & Management- Strategic Execution: Strategic Execution: Create and drive a comprehensive Sales & Ops Enablement Strategic Plan developed in collaboration with direct manager, key stakeholders, and vendors. Take ownership of building the new training roadmap, defining technology priorities, and allocating resources to ensure complete alignment with strategic goals.
- Performance Metrics & Reporting: Drive the implementation and maintenance of the Enablement Metrics Dashboard to track key performance indicators (KPIs) such as training completion, time-to-productivity, performance correlation, and ramp time, providing regular reports to leadership.
- Infrastructure: Drive the long-term planning for a centralized, scalable learning management system (LMS) infrastructure. This responsibility includes building the vision and defining the criteria necessary to support a growing, multi-location organization.
- Holistic Curriculum: Design, implement, and continuously optimize holistic Sales and Operations onboarding programs that reduce the time-to-first-funded-loan (a critical KPI for the organization) and accelerate overall contribution to funded loan volume.
- Performance Acceleration: Lead initiatives to improve the performance of all staff across Sales & Operations in the sales funnel, developing and deploying training solutions (e.g., knowledge management and targeted coaching scenarios) that directly address sales conversion barriers.
- Revenue & Value Training: Create and implement targeted enablement content focused on consultative selling, rate positioning, and value communication – directly supporting the goal of increasing revenue per customer.
- Manager Enablement: Develop and deploy a comprehensive Manager Toolkit (e.g., 1-on-1 templates, coaching guides) to standardize and accelerate new hire ramp and ensure consistent, high-quality coaching across Sales & Operations.
- Process Enablement: Partner closely with Product & Technology (P&T) and Sales & Operations to build, drive, and deliver training for new initiatives and tooling, such new workflows, ensuring smooth transition and high adoption rates.
- Knowledge Management: Oversee the content, organization, and distribution strategy for knowledge management, ensuring consistency and alignment across knowledge tools and all training materials for both Sales and Operations.
- Customer Experience Integration: Integrate customer experience principles and VOC (Voice of Customer) insights into all enablement content, developing CX-focused training content and coaching scenarios that drive positive customer behaviors and reviews.
You are a hands-on leader and proven strategist with the ability to translate business goals into scalable enablement programs and drive measurable performance improvement across both sales and operational teams.
- 5+ years of progressive experience in Sales, Operations, or Contact Center leadership roles, driving high-performance teams and accountability to production metrics.
- 2+ years of experience in Enablement (Sales, Operations, or broader L&D), with a track record of building successful, data-driven programs.
- 1+ years of experience managing and mentoring direct reports is preferred.
- Demonstrated ability to use data (e.g., funnel conversion rates, margin metrics, time-to-productivity) to identify gaps, measure training effectiveness, and drive continuous improvement.
- Exceptional project management, instructional design, and communication skills, with the ability to present results to senior leadership.
How we will take care of you
Everyone at Caribou is a valued team member. Our compensation and benefits package includes:
- Competitive compensation: $104k - $130k
- Eligible for annual performance-based Incentive
- Equity options
- 401(k) retirement plan
- Generous paid time off including Flexible Time Off (FTO) for all employees and 100% paid parental leave for all parents
- Exceptional benefits including highly subsidized medical, dental, and vision plans, and fully company-paid mental health, disability, and basic life insurance
- Optional benefits to suit your individual circumstances such as HSAs (with Caribou HSA contributions), FSAs, supplemental life and health, legal, and pet insurance
- Up to $1,000 per year for eligible professional development expenses
- Employee referral program
We come from all walks of life and are joined together by our shared values, which guide our work and how we work together.
- Give a damn. What we’re doing matters. We show up determined to deliver results, and we love it.
- Velocity. We’re intentional about where we’re going and we race towards it.
- Make the assist. We have diverse strengths. We offer and ask for help so we all win.
Caribou is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, disability, sexual orientation, pregnancy status, marital status, military or protected veteran status, genetics, or any other characteristic protected by law. This position is not restricted solely to the responsibilities listed above, and the scope and responsibilities are subject to change. A pre-employment background check is required as a condition of employment.
*Caribou does not currently have employee operations in AL, AK, AR, CT, DE, GA, HI, IA, ID, IN, KS, KY, ME, MI, MO, MS, MT, NC, ND, NE, NH, NJ, NM, NV, OH, OK, PA, RI, SC, SD, TN, UT, VT, WV, WY.
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What We Do
Caribou is an auto fintech platform dedicated to saving customers an average of over $100 a month on their car payments. Headquartered in Washington, DC, Caribou offers auto loan refinancing and auto insurance through a seamless and transparent process, leveraging partnerships with trusted lenders and insurance providers to bring customers great rates and lower monthly payments. Caribou was incubated by QED Investors, and is backed by Goldman Sachs, Moderne Ventures, Accomplice, Link Ventures, Motley Fool Ventures, CMFG Ventures, FireBolt Ventures, Gaingels, and others.
Why Work With Us
We come from all walks of life and are joined together by our shared values, which guide our work. This helps us improve life for our customers, our communities and our team members. We:
- See people as people
- Take care of each other
- Commit to the mission
- Move quickly and bravely
- Get better every day
- Seek truth
