Technical Enablement Manager, Customer Experience

What You'll Achieve

• Own end-to-end CX enablement for a business vertical: define learning outcomes, readiness expectations, and content strategy across the learning journey (onboarding → proficiency → change management → continuous improvement).
• Develop and maintain training and knowledge content: take a holistic approach to the learning experience, producing and maintaining comprehensive “enablement kits”, including content creation and maintenance for training materials, knowledge base resources, SOPs, support comms, etc.
• Build and evolve onboarding: design journeys that reduce time-to-productivity and improve role readiness.
• Lead launch readiness: translate product launches into clear readiness plans, content, and delivery for customer-facing teams.
• Measure impact and iterate: define, track and continuously improve training outcomes (readiness, QA outcomes, time-to-productivity, ticket quality, etc) while aligning to wider CX goals (CSAT, ART, productivity metrics, etc); report outcomes to stakeholders and leadership.

Skills You'll Need to Bring

• Program ownership: 7+ years experience building and leading onboarding and ongoing enablement programs (ideally for support, CX, or other customer-facing teams).
• Strong content strategy + knowledge management: proven experience designing and maintaining scalable, durable learning and knowledge experiences, not just create one-off trainings; able to build and maintain a comprehensive library of training content, activities, knowledge base articles, and team-wide communications.
• Instructional design capability: able to translate complex product/process changes into clear, role-relevant learning and documentation.
• Measurement + critical thinking: comfort using metrics to define success, identify opportunities and measure impact; make data-informed decisions that proactively address performance gaps and continuously improve programs and performance outcomes.
• Cross-functional influence + operational rigor: skilled at aligning multiple partners, driving timelines, and building repeatable processes across multiple workstreams in an evolving tech landscape.
• AI literacy + excellent communication: curious and pragmatic about using AI tools in day-to-day workflows (content creation, knowledge ops, analysis/QA), with good judgment and oversight; clear writing, strong facilitation, and ability to tailor messaging to different audiences.