Workforce Capability Lead

About the team
CXO Enablement helps frontline employees and 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, Content, 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 partner with business leaders to design, implement & continuously improve the systems through which frontline employees & leaders build capability. You will strategically collaborate across Operations, Quality, Knowledge, Content, Product, Talent & other business teams to design, implement & continuously improve the systems through which frontline employees & leaders build capability. Using quality intelligence, knowledge signals, business metrics & frontline feedback, you will translate insights into prioritized actions that measurably improve workforce readiness & business performance. This role is designed for a seasoned Enablement professional who can navigate partially defined problems, make sound day-to-day decisions & balance immediate execution with long-term system improvement. You will create system-level architecture & creative solutions across learning, coaching, practice & performance support.
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 $90,900.00 - $145,100.00 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 $86,300.00 - $137,900.00 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

- A systems thinker who can connect business priorities, employee behavior, workflows, tools, leadership routines & customer outcomes.

- A structured problem solver who is comfortable probing uncertainty, defining the problem, testing assumptions & making professional recommendations with incomplete information.

- A trusted cross-functional partner who can influence without formal authority, navigate competing priorities & move groups toward clear decisions.

- An innovator who combines established learning & Enablement practices with creative approaches suited to the problem.

- An outcome-oriented operator who balances strategic thinking with disciplined execution, documentation, follow-through & proactive, transparent communication.

- A clear communicator who can turn complex information into concise narratives, decisions & actionable plans. Responsibilities

- Own a portfolio of workforce-capability programs from discovery & prioritization through design, implementation, sustainment & retrospective.

- Diagnose performance & readiness needs, translating business strategy, performance data, quality trends & stakeholder insights into clear problem statements, measurable outcome