Note: The job is a remote job and is open to candidates in USA. IGS Energy, through SCANA Energy Marketing LLC, provides energy services and customer-focused operations. The Manager, Customer Care & Sales Enablement leads the Learning & Development and Quality Assurance functions, translating business priorities into training, quality, knowledge management, and readiness initiatives. This player-coach role develops leaders, improves frontline performance, and supports customer experience and operational outcomes.
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
Skills
- * 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
Benefits
- Remote work arrangement
- Comprehensive medical coverage with free telehealth
- Dental coverage
- Vision coverage
- Employer health savings account contributions
- Headspace mental wellbeing support
- Free mental healthcare visits for you and your dependents
- Family planning assistance through Maven
- Paid family and caregiver leave
- Fertility, adoption, and surrogacy services
- 401(k) plan
- Company 401(k) match
- Financial wellbeing tools
- Paid time off
- Tuition reimbursement
- Paid leaves
- Employee hardship fund
- Additional employee perks
- Annual incentive plan based on company performance
Company Overview