Manager, Customer Care & Sales Enablement

Job Summary:

The Manager, Customer Care & Sales Enablement is responsible for translating SCANA Energy's business strategy, sales and customer experience goals, and operational priorities into practical learning, quality, knowledge management, and readiness initiatives that improve frontline performance. The role serves as the senior leader for both the Training and Quality organizations, ensuring the effectiveness of their leaders, teams, processes, and business results.

Working closely with Customer Care and Sales leadership, the Manager ensures employees, supervisors, and managers have the knowledge, skills, tools, and support needed to deliver strong customer experiences, improve operational performance, and adapt to changing business needs. This is a player-coach role. While responsible for leading the Learning & Development and Quality Assurance functions, including direct leadership of supervisors within those disciplines, the Manager is also expected to actively design training, develop content, facilitate learning, analyze performance trends, and lead readiness efforts for key business initiatives.

The role provides strategic direction, establishes priorities and performance expectations, and develops the leadership capability of the Training and Quality teams while remaining actively engaged in execution. The Manager, Care & Sales Enablement plays a critical role in improving customer experience, accelerating employee effectiveness, strengthening leadership capability, and supporting ongoing efforts to improve quality, retention, and cost-to-serve.

• Translate Business Priorities into Frontline Action:
  Partner with Customer Care, Sales, Revenue Assurance, IT and Operations leadership to understand business goals, customer experience priorities, and operational challenges.
• Translate business strategy into training, coaching, knowledge management, quality, and readiness initiatives.
• Ensure frontline teams are prepared to successfully support changes in products, offers, policies, systems, and customer programs.

• Provide strategic and operational leadership for the Learning & Development and Quality Assurance functions.
• Lead and develop the 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 for both teams.
• Ensure alignment of Training and Quality priorities with business objectives, customer experience goals, and operational performance metrics.
• Build leadership capability within the Training and Quality organizations through coaching, mentoring, succession planning, and talent development.
• Drive accountability for functional performance, continuous improvement, and business outcomes across both teams.

• Design and deliver training that improves employee performance and accelerates time-to-proficiency.
• Identify skill gaps and development opportunities through quality reviews, performance trends, and leadership feedback.
• Develop learning pathways that support both frontline employees and leaders.
• Provide direction to training supervisor on onboarding, ongoing development, leadership training, and performance improvement initiatives.
• Ensure training supervisor has the structure, resources, and performance measures necessary to deliver effective programs at scale.

• Own the Customer Care and Sales Quality Assurance program.
• Identify themes and trends that impact customer experience and operational performance.
• Partner with leaders to turn quality findings into targeted coaching, training, and process improvements.
• Lead the Quality Assurance supervisor in establishing quality standards, calibration processes, reporting practices, and coaching strategies.
• Partner with the Quality supervisor to prioritize improvement opportunities and ensure quality insights drive measurable business outcomes.
• Develop the capability of the Quality supervisor to effectively coach operational leaders and influence performance improvements.

• Own the structure, governance, and ongoing improvement of Customer Care and Sales knowledge resources.
• Ensure employees can easily find accurate information while supporting customers.
• Improve knowledge adoption and effectiveness through ongoing measurement and feedback.
• Maintain processes that keep knowledge current and reliable.

• Develop communication, training, and support plans for new products, offers, processes, systems, and policies.
• Ensure changes are implemented consistently across teams.
• Partner with leaders to identify adoption risks and proactively address them.

• Track and evaluate the effectiveness of onboarding, training, quality, and knowledge initiatives.
• Use data to identify opportunities to improve employee effectiveness and…