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The Operations Enablement Manager will manage a team, lead coaching forums, adapt training models, develop solutions, and communicate with leadership.

Review and audit customer interactions (calls, emails, chats), identify trends and process gaps, develop audit guidelines, lead calibrations, support remediation and quality initiatives, act as SME and represent team in audits to improve service quality.

Perform quality reviews of calls, emails, and chats to identify trends and process gaps. Develop audit guidelines, facilitate calibrations, analyze data to recommend remediation, and support quality initiatives. Act as SME for team members, represent the team in audits, and drive improvements to ensure adherence to SOPs and high service standards.

Design, develop, implement, and maintain new-hire and ongoing contact center training using instructor-led, virtual, and eLearning approaches. Create evaluations, micro-learning, role-play scenarios, and measure program effectiveness. Partner with operations, SMEs, and leadership, mentor others, and apply emerging learning technologies to improve engagement and efficiency.

Design, develop, implement and maintain new-hire and ongoing training curriculum for contact center roles using instructor-led, virtual, and eLearning formats. Create engaging micro-learning, role-plays, evaluations, and measure training effectiveness. Partner with operations and SMEs, lead projects, mentor peers, and pilot emerging learning technologies to improve learner engagement and training impact.

Design, develop, implement, and maintain new hire and ongoing training for contact center roles. Create engaging eLearning, instructor-led, and microlearning content using authoring tools, measure learning effectiveness, mentor others, partner with operations and SMEs, and lead curriculum projects using Agile practices to keep materials current and aligned to business needs.

Create, maintain, and publish high-quality knowledge articles following KM and technical writing standards. Collaborate with SMEs, prioritize requests, manage knowledge systems (metadata/tagging), monitor usage metrics, and support KM strategy and large-scale projects to improve findability and reuse.

Lead analysis and hypothesis-driven testing to improve GenAI accuracy and knowledge quality. Govern KnowledgeXchange, audit and optimize knowledge articles, partner with technology teams to validate platform changes, and translate diagnostic insights into actionable KM and AI performance improvements.

Design, develop, implement, and evaluate new-hire and ongoing contact center training using instructor-led, virtual, and eLearning formats. Maintain curriculum, create micro-learning and role-play scenarios, measure training effectiveness, mentor other instructional designers, and partner with operations, quality, and SMEs to align learning with business needs and Agile-driven changes.

Support training readiness and delivery for new hires through classroom and on-the-job training, role plays, coaching, live monitoring, curriculum support, and training logistics to improve performance and drive operational improvements.