Manager, Program Enablement Position Available In Mecklenburg, North Carolina

Manager, Program Enablement

E4E RELIEF LLC – 3.3

Charlotte, NC Job Details Full-time Estimated:

$56.6K – $68.9K a year 1 day ago Qualifications 3 years Bachelor’s degree Senior level Communication skills Stakeholder management

Full Job Description Description:

E4E Relief empowers companies and employees to respond to crisis by providing a global, charitable solution in times of need. We partner with corporations nationwide to establish and administer disaster and hardship relief programs to assist their employees facing unexpected financial hardship. We offer a turnkey approach with an exceptional client experience from the moment they interact with E4E Relief. That is where you come in! The Manager, Program Enablement, based in our Charlotte, NC headquarters, is responsible for leading the development, deployment, and daily operations of our Client Service Hub—the central access point for client inquiries, guidance, and program support. This role will build and manage a high-performing support team, implement scalable processes, and create a culture of proactive client service with a focus on continuous improvement. This is a client-impacting, operational leadership role that ensures clients feel informed, confident, and consistently supported throughout their partnership with E4E Relief. Reporting to the AVP, Program Enablement, this role will work cross-functionally to ensure client inquiries are resolved quickly and thoroughly, while also identifying opportunities to improve the client experience through insights, tools, and process enhancements.

Requirements:

Essential Responsibilities:

Lead Daily Operations of the

Client Service Hub:

Oversee the intake, triage, and resolution of client inquiries submitted through the service hub, ensuring SLAs, quality standards, and response times are consistently met. Collaborate with a

High-Performing Service Team:

Train and coach program enablement team to deliver empathetic, consistent, and accurate support across all client touchpoints. Establish tone, standards, and escalation protocols that ensure every interaction reflects E4E Relief’s values of responsiveness, compassion, and excellence.

Develop and Deploy Service Center Processes and SOPs:

Design, document, and continuously refine processes that streamline service delivery, reduce variability, and improve client satisfaction.

Ensure Seamless Cross-Functional Support:

Collaborate with internal teams (i.e. Technology, Product, and Operations teams) to escalate and resolve complex client issues, ensuring smooth handoffs and integrated solutions. Leverage Technology to

Improve Support Delivery:

Implement and optimize tools such as CRM, ticketing systems, knowledge bases, and reporting dashboards to drive efficiency and insight. Report on

Service Performance and Client Satisfaction:

Own the development of metrics, dashboards, and insights that communicate team performance and inform continuous improvement. Champion a

Culture of Accountability and Empowerment:

Foster a team environment where service agents feel ownership over their work, are empowered to solve problems, and are driven by mission and impact. Reasonable accommodations may be made to enable individuals with disabilities to perform these essential functions.

Other duties:

Performs other related duties as assigned. Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.

Required Skills/Abilities:

Ability to closely manage workplans and related stakeholders Knowledge of a ticketing system and techniques for delighting end users Experience in working directly with clients to address questions and requests preferred Excellent written and verbal communication skills with exemplary follow-up habits Technical know-how/savviness and ability to train internal and external stakeholders on systems as needed Ability to work well in a quickly changing work environment Well-organized and highly detail-oriented Out-of-the-box thinker and problem solver with the ability to work independently and results-driven Ability to prioritize and manage multiple responsibilities Well-developed cross departmental relationship building and influencing skills along with outstanding presentation skills

Education and Experience:

Bachelor’s Degree, preferred 3-5 years of experience in a related role

Physical Requirements:

Prolonged periods sitting at a desk and working on a computer. Must be able to lift up to 10 pounds at times.

Work Environment:

Office environment Hybrid schedule – currently Monday and Fridays are remote; we are in the office Tuesday- Thursday.

Travel Required:

None