Performance Enablement Manager

Job Description:

ROLE SUMMARY

The Performance Enablement Manager plays a key role in driving agent performance and ensuring a high-quality customer experience within the Greenix call center. This position oversees training, quality assurance, and continuous improvement efforts that directly support Customer Experience specialists and leadership. The Performance Enablement Manager ensures specialists have the skills, resources, and feedback they need to succeed.

This role is also responsible for maintaining and enhancing quality standards, leveraging the use of our AI tool, Cresta, for call evaluations, calibration sessions, and reporting to provide leadership with actionable insights. Success in this role requires balancing training and QA initiatives with the performance metrics that drive our call center—utilization, honesty, script adherence, quality, and overall customer satisfaction.

This role will be full time on site at Corporate HQ.

ABOUT GREENIX

Join one of the fastest-growing businesses in Utah! Greenix has been recognized as one of “Utah’s Fast 50” businesses for three years running and named one of “Utah’s Emerging 8” businesses to watch. By sticking to our core values, we are redefining the pest control service industry.

• Building Lasting Relationships
• Going Beyond
• Creating Opportunities
• Doing What Is Right, Always

If our core values resonate with you, we would be excited to add you to our team.

DUTIES & RESPONSIBILITIES

Training & Development

• Oversee Training Specialists and provide support and coaching as they facilitate week-two nesting during onboarding and lead additional live training as needed.
• Identify training objectives, content, methods, and materials tailored to different roles and levels within the organization.
• Partner with the Learning and Development team to ensure Customer Experience onboarding and continued education needs are fully supported.
• Monitor and evaluate training effectiveness through assessments, feedback, and performance metrics.
• Monitor and adapt training based on business needs, agent performance, and customer trends.
• Maintain accurate records of training activities, including attendance, evaluations, and certifications.

Quality Assurance

• Oversee Quality Assurance Specialists and provide support and coaching as they conduct evaluations, deliver feedback, facilitate calibration meetings, and generate performance reporting.
• Leverage Cresta to evaluate call quality at scale, ensuring consistent adherence to scripts and compliance requirements.
• Ensure alignment across evaluators, leadership, and agents on performance standards.
• Partner with leaders to design department scorecards and guide quarterly review discussions.
• Identify coaching opportunities and performance trends using Cresta insights and deliver actionable feedback to leadership.
• Create and distribute regular reports from Cresta data to highlight strengths, improvement areas, and progress toward departmental goals.
• Collaborate cross-functionally to refine prompts, tagging, and evaluation criteria within Cresta to meet evolving business needs.

Project Management

• Coordinate the preparation and distribution of business review slide decks to applicable leaders, ensuring alignment with meeting schedules.
• Maintain a comprehensive weekly-updated project log for Customer Experience, tracking owner, target date, accomplishments, in-progress items, and pending tasks.
• Identify potential roadblocks, escalate concerns when necessary, and propose solutions to keep projects on track.
• Develop and maintain SOPs, playbooks, and process documentation to support project sustainability and scalability.
• Support adoption of new tools (like Cresta), processes, and training programs through clear communication and structured rollout plans.

QUALIFICATIONS & REQUIREMENTS

• High school diploma or equivalent; additional education is a plus.
• Proven experience in customer service or call center roles.
• Excellent communication and interpersonal skills.
• Problem-solving abilities and a proactive approach to customer satisfaction.
• Knowledge or interest in pest control is preferred but not mandatory.
• Ability to thrive in a fast-paced and exciting work environment.

WHAT WE OFFER

• Medical insurance with subsidized premiums for employees and enrollees.
• Dental, vision, disability, accident, and life insurance options.
• 401(k) retirement program with company match of up to 5% percent of employee contributions.
• Employee assistance program (EAP), offering support for emotional, financial, legal, health, or work-related struggles for you and your dependents.
• Paid leave for all of life’s reasons.
• Bonus programs.

As part of our dedication to the diversity of our workforce, Greenix is committed to Equal Employment Opportunity. Applicants will receive consideration for employment without regard for race, color, gender, religion, national origin, disability, veteran status, military status, age, marital status, sexual orientation, gender identity, genetic information or any other protected group status. We are also committed to providing reasonable accommodations for qualified individuals with disabilities and disabled veterans in our job application and employment procedures.