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Manager, Customer Care – Sales Enablement
IGS Energy. Translate SCANA Energy's business strategy, sales and customer experience goals, and operational priorities into learning, quality, knowledge management, and readiness initiatives .
About the role
Key responsibilities & impact- Translate SCANA Energy's business strategy, sales and customer experience goals, and operational priorities into learning, quality, knowledge management, and readiness initiatives
- Serve as senior leader for the Training and Quality organizations
- Lead and develop 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
- Build leadership capability through coaching, mentoring, succession planning, and talent development
- Design and deliver training and develop learning pathways for frontline employees and leaders
- Identify skill gaps and development opportunities through quality reviews, performance trends, and leadership feedback
- Own the Customer Care and Sales Quality Assurance program
- Identify themes and trends affecting customer experience and operational performance
- Turn quality findings into targeted coaching, training, and process improvements
- Establish quality standards, calibration processes, reporting practices, and coaching strategies
- Own the structure, governance, and improvement of Customer Care and Sales knowledge resources
- Develop communication, training, and support plans for new products, offers, processes, systems, and policies
- Ensure changes are implemented consistently and proactively address adoption risks
- Track and evaluate onboarding, training, quality, and knowledge initiatives using performance data
- Demonstrate the impact of enablement efforts on business performance
Requirements
What you’ll need- 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 learning, 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
- Experience designing and implementing enablement programs
- Strong learning and development capabilities
- Excellent communication, facilitation, stakeholder management, project management, and change management abilities
- Proficiency with CRMs such as Salesforce or HubSpot, learning management systems, and performance reporting tools
- Applicants must be authorized to work in the US on a full-time basis
- Current or future sponsorship is not supported or available
Benefits
Comp & perks- Comprehensive medical coverage with free telehealth
- Dental coverage
- Vision coverage
- Employer health savings account contributions
- Headspace support
- Free mental healthcare visits for employees and dependents
- Maven family planning support
- Paid family and caregiver leave
- Fertility, adoption, and surrogacy services
- 401(k) plan with company match
- Financial wellbeing tools
- Paid time off
- Tuition reimbursement
- Paid leaves
- Employee hardship fund
- Additional perks
- Annual incentive plan based on company performance