Manager, Sales & 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 can be based out of either our Chandler AZ or Denver CO office locations.

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 $1000 per year for eligible professional development expenses
• Employee referral program