Manager, Sales and Operations Enablement

About the Role

We are seeking a Manager, Contact Center Enablement & Performance to own the execution and strategy of training, knowledge management, and performance acceleration across our Sales and Operations. This role will report directly to the Director, Contact Center Operations, Enablement, and Strategy.

You will be responsible for translating the overarching Sales and Operations Strategy into impactful enablement programs. This role will manage direct reports (e.g., Sales & Operations Training Specialists) and serve as the primary driver for how our Sales and Operations employees learn, perform, and progress in their careers.

This role is hybrid and will be based out of our Chandler, AZ office.

Key Responsibilities & Areas of Ownership

This Manager will lead all facets of the enablement and performance function for the Sales and Operations, directly impacting key metrics related to lead conversion, revenue generation, process efficiency, and customer satisfaction. 

Enablement Strategy & Management

• Strategic Execution: Strategic Execution: Create and drive a comprehensive Sales & Ops Enablement Strategic Plan developed in collaboration with direct manager, key stakeholders, and vendors. Take ownership of building the new training roadmap, defining technology priorities, and allocating resources to ensure complete alignment with strategic goals.
• Performance Metrics & Reporting: Drive the implementation and maintenance of the Enablement Metrics Dashboard to track key performance indicators (KPIs) such as training completion, time-to-productivity, performance correlation, and ramp time, providing regular reports to leadership.
• Infrastructure: Drive the long-term planning for a centralized, scalable learning management system (LMS) infrastructure. This responsibility includes building the vision and defining the criteria necessary to support a growing, multi-location organization.

Training, Onboarding, and Performance Improvement

• Holistic Curriculum: Design, implement, and continuously optimize holistic Sales and Operations onboarding programs that reduce the time-to-first-funded-loan (a critical KPI for the organization) and accelerate overall contribution to funded loan volume.
• Performance Acceleration: Lead initiatives to improve the performance of all staff across Sales & Operations in the sales funnel, developing and deploying training solutions (e.g., knowledge management and targeted coaching scenarios) that directly address sales conversion barriers.
• Revenue & Value Training: Create and implement targeted enablement content focused on consultative selling, rate positioning, and value communication – directly supporting the goal of increasing revenue per customer.
• Manager Enablement: Develop and deploy a comprehensive Manager Toolkit (e.g., 1-on-1 templates, coaching guides) to standardize and accelerate new hire ramp and ensure consistent, high-quality coaching across Sales & Operations.

Process, Technology, and Knowledge Management

• Process Enablement: Partner closely with Product & Technology (P&T) and Sales & Operations to build, drive, and deliver training for new initiatives and tooling, such new workflows, ensuring smooth transition and high adoption rates.
• Knowledge Management: Oversee the content, organization, and distribution strategy for knowledge management, ensuring consistency and alignment across knowledge tools and all training materials for both Sales and Operations.
• Customer Experience Integration: Integrate customer experience principles and VOC (Voice of Customer) insights into all enablement content, developing CX-focused training content and coaching scenarios that drive positive customer behaviors and reviews.

About You

You are a hands-on leader and proven strategist with the ability to translate business goals into scalable enablement programs and drive measurable performance improvement across both sales and operational teams.

• 5+ years of progressive experience in Sales, Operations, or Contact Center leadership roles, driving high-performance teams and accountability to production metrics.
• 2+ years of experience in Enablement (Sales, Operations, or broader L&D), with a track record of building successful, data-driven programs.
• 1+ years of experience managing and mentoring direct reports is preferred.
• Demonstrated ability to use data (e.g., funnel conversion rates, margin metrics, time-to-productivity) to identify gaps, measure training effectiveness, and drive continuous improvement.
• Exceptional project management, instructional design, and communication skills, with the ability to present results to senior leadership.

How we will take care of you

Everyone at Caribou is a valued team member. Our compensation and benefits package includes: 

• Competitive compensation: $104k - $130k
• Eligible for annual performance-based Incentive
• Equity options 
• 401(k) retirement plan
• Generous paid time off including Flexible Time Off (FTO) for all employees and 100% paid parental leave for all parents
• Exceptional benefits including highly subsidized medical, dental, and vision plans, and fully company-paid mental health, disability, and basic life insurance
• Optional benefits to suit your individual circumstances such as HSAs (with Caribou HSA contributions), FSAs, supplemental life and health, legal, and pet insurance
• Up to $1,000 per year for eligible professional development expenses
• Employee referral program