Job Title

Role:Location: IndiaReports to: Director of Customer Care Operations (India)Role Overview: As the Manager of Advocate Enablement, you will lead our integrated approach to advocate development, quality assurance, and knowledge management to enable exceptional customer support delivery. You will set the strategic direction and requirements for training curricula, quality monitoring programs, and knowledge resources that will be used by our BPO partners, ensuring consistent service excellence across all support channels.Team Overview: Chegg’s Customer Care Team, known internally as The Student Advocacy Team (SAT), is a B2C support organization dedicated to providing outstanding support experiences when students need help with our products and services. We aim to deliver high-quality, transparent and convenient support experiences at scale to millions of students.Responsibilities: Training Strategy and Curriculum DesignDevelop comprehensive training strategy and detailed learning objectives for new hire onboarding and skills developmentEnsure engaging learning experiences that incorporate adult learning principles, utilizing multiple delivery methods including classroom instruction, e-learning modules, role-playing exercises, and hands-on simulationsPartner with subject matter experts and BPO content creators to create role-specific training paths and maintain current certification programsCreate detailed training specifications and requirements that our BPO partners can use to develop training content and delivery methodsEstablish training effectiveness measurement criteria to enable data-driven adjustments to optimize training outcomesQuality Assurance Framework DevelopmentEstablish and maintain robust quality monitoring frameworks (rubrics, scorecards and measurement criteria) to evaluate advocate performance across all customer touchpointsDefine a quality monitoring strategy that drives regular adherence to performance standards that includes regular evaluation of customer interactions, scorecards, and calibration proceduresEstablish coaching guidelines and performance frameworks and establish a process to measure the effectiveness of coachingCollaborate with the Vendor Operations Manager and BPO partners to develop targeted action plans that address individual and team performance gaps and recognize exceptional performance.Knowledge Management StrategyDefine knowledge base content standards and maintenance policies for both advocate-facing and customer-facing resourcesSet content creation guidelines, approval workflows and version control procedures ensuring all knowledge resources are current, accessible and searchable supporting real-time agent performance and customer self-service.Design knowledge utilization metrics and content effectiveness measurement criteriaCross-Functional CollaborationWork closely with operations managers, product teams, and senior leadership to identify training needs, quality standards, and knowledge gaps.Serve as a liaison between frontline agents and management, translating operational challenges into actionable improvement strategies.Participate in project teams for process changes and new product launches to ensure seamless knowledge transfer and agent readiness.Performance Analytics & ReportingDevelop comprehensive reporting dashboards that track key performance indicators across training completion rates, quality scores, knowledge utilization, and agent performance metrics.Present regular insights to leadership teams with recommendations for continuous improvement.Conduct root cause analysis on performance trends and implement corrective action plans.Required QualificationsBachelor's degree in Education, Human Resources, Business Administration, or related field5+ years experience in contact center operations with demonstrated expertise in training program development, quality assurance, or knowledge managementStrong understanding of adult learning principles and instructional design methodologiesExperience with quality monitoring tools, learning management systems, and knowledge base platformsExcellent analytical skills with proficiency in data analysis and reporting toolsOutstanding written and verbal English communication skills with the ability to create clear, detailed specifications and guidelinesProject management experience with ability to manage multiple initiatives simultaneouslyAbility to work flexible hours to accommodate US and Philippines time zonesPreferred QualificationsExperience in EdTech or subscription-based business modelsExperience managing remote or hybrid teams and BPOs.Background in process improvement methodologies (Six Sigma, Lean, etc.)Experience with contact center technologies and workforce management systemsAdvanced degree or professional certification in relevant field