Note: The job is a remote job and is open to candidates in USA. Antidote Health is a tech-driven health insurance company on a mission to make healthcare easy, accessible, and more affordable. The Manager, Customer Success Enablement leads functions responsible for workforce management, quality assurance, training, knowledge management, and operational readiness across Customer Success, ensuring high-quality customer experiences.
Responsibilities
- Lead the Customer Success Enablement function, including Quality Assurance, Workforce Management, Training, Knowledge Management, and readiness programs
- Manage and develop Enablement Specialists responsible for QA, WFM, and Training programs
- Establish annual enablement strategies, roadmaps, priorities, and success measures aligned with organizational goals
- Serve as the primary partner to Customer Success leadership on performance improvement, workforce planning, capability development, and operational readiness
- Oversee forecasting, capacity planning, scheduling, intraday monitoring, staffing optimization, and OEP workforce readiness
- Partner with Customer Success leadership to develop staffing models, hiring plans, occupancy targets, shrinkage assumptions, and service-level strategies
- Establish reporting and governance routines for service levels, schedule adherence, occupancy, utilization, ASA, abandonment, and staffing efficiency
- Evaluate operational risks related to staffing shortages, volume spikes, seasonal trends, and business changes
- Establish and maintain enterprise Customer Success quality standards, scorecards, calibration programs, and QA governance frameworks
- Identify performance opportunities through call monitoring, case reviews, documentation audits, and customer interactions
- Ensure quality programs align with HIPAA, CMS, ACA, compliance, regulatory, and operational requirements
- Provide leadership reporting on quality trends, repeat defects, coaching opportunities, and process adherence
- Own onboarding, nesting, continuing education, leadership development, and role-based training programs
- Develop and maintain training curricula, learning pathways, certification programs, and competency assessments
- Oversee knowledge management strategies, SOP governance, process documentation, and content lifecycle management
- Partner with Product, Compliance, Operations, and Clinical teams to keep training and knowledge resources current
- Leverage data to identify root causes, operational inefficiencies, repeat contacts, training gaps, and quality risks
- Design corrective action plans and improvement initiatives that drive measurable business outcomes
- Support technology implementations, process redesigns, business transformation efforts, and organizational change management activities
- Lead readiness planning for regulatory changes, new products, operational launches, and Open Enrollment initiatives
- Develop executive-level reporting, performance scorecards, forecasting models, training effectiveness reporting, and quality trend analyses
- Present enablement insights and recommendations to Customer Success leadership and executive stakeholders
- Build scalable governance processes that support consistency, accountability, and continuous improvement across all Customer Success functions
- Foster a culture of learning, accountability, operational excellence, and customer-centricity
Skills
- 5 or more years of experience in customer operations, healthcare operations, contact center operations, workforce management, quality assurance, learning and development, or operational excellence
- 3 or more years of direct people leadership experience
- Demonstrated experience leading one or more of the following functions: Quality Assurance, Workforce Management, Training, Learning & Development, Knowledge Management, Operational Excellence, or Contact Center Enablement
- Strong analytical, reporting, workforce planning, training development, and process improvement skills
- Proven ability to influence cross-functional stakeholders and drive organizational change
- Experience building scalable operational programs in a rapidly evolving environment
- Ability to lead through change, ambiguity, rapid growth, and competing operational priorities
- Health insurance, ACA marketplace, managed care, telehealth, Medicare, Medicaid, or healthcare customer operations experience
- Experience supporting Open Enrollment Period staffing, readiness planning, or seasonal workforce management
- Experience with Salesforce, Five9, Verint, NICE, Calabrio, Playvox, LMS platforms, knowledge management systems, and workforce management technologies
- Experience building quality frameworks, training academies, certification programs, or knowledge governance models
- Lean Six Sigma, project management, workforce management, quality, training, or operational excellence certifications
- Experience supporting organizational transformation or contact center modernization initiatives
- Bachelors degree in business, healthcare administration, organizational development, operations management or related field is preferred
Company Overview