Workforce Capability Lead

Location: Remote-USA

About the team

Customer Experience Operations (CXO) Enablement helps frontline employees & leaders build the capabilities required to deliver exceptional customer experiences in a rapidly changing, AI-supported environment.

We serve as strategic, consultative thought partners across Operations, Quality, Knowledge Strategy, Product, Talent & other business teams to turn strategy & performance needs into scalable systems for learning, practice, coaching, knowledge & reinforcement.

Our aim is to make strong performance more predictable, scalable & sustainable through learning solutions that go beyond traditional training modalities.

About the role

As Workforce Capability Lead, you will manage complex, cross-functional programs that improve the readiness & performance of frontline employees & leaders. You will partner with business leaders to understand partially defined performance needs, synthesize signals from Quality Intelligence, Knowledge Strategy, business metrics, workflows & employee feedback to determine the right path forward. You will translate those findings into clear program strategies, effective learning solutions & measurable performance outcomes.

You will make day-to-day program decisions within established priorities & guardrails while keeping leaders informed of progress, risks, tradeoffs & implications.

This role has been categorized as a Remote position. “Remote” employees do not have a permanent corporate office workplace and, instead, work from a physical location of their choice, which must be identified to the Company. U.S. employees may live in any of the 50 United States, with limited exceptions.

In California, Connecticut, Maryland, Massachusetts, New Jersey, New York, Washington state, and Washington DC the standard base pay range for this role is $93,900.00 - $150,100.00 annually. This base pay range is specific to these locations and may not be applicable to other locations.

In Colorado, Hawaii, Illinois, Maine, Minnesota, Nevada, Ohio, Rhode Island, Vermont, and Virginia the standard base pay range for this role is $89,200.00 - $142,600.00 annually. The base pay range is specific to these locations and may not be applicable to other locations.

In addition to a competitive base salary this position is also eligible for equity awards based on factors such as experience, performance and location. Actual amounts will vary depending on experience, performance and location. Employees in this role will not be paid below the salary threshold for exempt employees in the state where they reside.

Who you are

• An outside-the-box thinker who can probe partially defined needs, use evidence to clarify the problem & recommend an appropriate learning solution.
• A trusted cross-functional partner who can influence without formal authority, navigate competing priorities & move stakeholders toward clear decisions.
• An outcome-oriented operator who balances strategic thinking with disciplined execution, documentation, follow-through & proactive, transparent communication.
• Has the ability to determine the right combination of learning & non-learning modalities; tests creative approaches within assigned programs.
• Experienced in applying AI-enabled tools such as Docebo, Articulate 360 & Replit to design scalable learning solutions.
• A flexible contributor who is equally comfortable stabilizing an urgent need & testing a new approach.
• A clear communicator who can turn complex information into concise narratives, decisions & actionable plans.