Workforce Capability Lead

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 w