Manager, Customer Care Enablement (AI)

TL;DR

Manager, Customer Care Enablement (AI): Designing and executing a comprehensive enablement roadmap to improve Customer Care performance using AI-driven tools and scalable L&D programs. Focus on spearheading AI integration for coaching and QA, managing knowledge ecosystem migrations to Salesforce, and optimizing BPO partner performance.

Location: Remote or Hybrid (Boston, MA). Must be based in the United States.

Salary: $90,200–$125,730

Company

hirify.global is a leading food tech platform for workplaces in the US, connecting organizations with thousands of restaurants for scalable meal solutions.

What you will do

• Develop and execute the Customer Care enablement strategy aligned with core business KPIs such as CSAT, NPS, and FCR.
• Spearhead the adoption of AI-driven tools for content creation, AI-assisted coaching, and automated speech/text analytics for QA.
• Oversee scalable L&D programs, including onboarding and continuing education for internal and BPO teams.
• Act as a strategic advisor to Customer Service leadership, Product, and Engineering to ensure readiness for new product rollouts.
• Lead the transformation of the knowledge ecosystem and migration into Salesforce Service Cloud.

Requirements

• 5+ years in Learning & Development, Quality Assurance, Enablement, or Customer Support Operations.
• 3+ years of experience leading teams in a remote or distributed setting.
• Proven track record of procuring and deploying AI or automation solutions within a support organization.
• Deep familiarity with Salesforce (Case & Knowledge Management), modern LMS, and QMS.
• Experience managing BPO partnerships and driving behavioral change across a large, distributed workforce.
• Must have US work authorization (no visa sponsorship provided).

Culture & Benefits

• Market competitive salary, stock options, and 401K with company match.
• Flexible work arrangement: remote, hybrid, or onsite from the Boston office.
• Comprehensive health, dental, and FSA insurance.
• Flexible PTO and 12 paid holidays.
• Employee meal program for those working from the office.