Enablement Program Manager
Core
Design and execute end-to-end enablement programs for the Support organization, focusing on new hire onboarding, content development, and ongoing education.
Role type
Enablement Program Manager
Builds
Scalable learning paths, onboarding certification processes, and training initiatives for support agents.
Domain
SaaS / Customer Support
Required skills
Program strategy and execution, in-person facilitation, data-driven performance analysis, cross-functional collaboration, LMS and enablement tool management, curriculum design
Preferred skills
SaaS industry experience, experience with Salesforce/Apollo.io/Maestro/Intercom, AI-native mindset
Technologies
LMS, Google Suite, Notion, survey tools, feedback dashboards, Maestro, Salesforce, Apollo.io, Intercom
Responsibilities
Own the strategy and execution of the 6-week new hire onboarding program; Facilitate in-person onboarding sessions and maintain training resources; Collaborate with GTM Support Enablement Manager to identify training needs based on CSAT, QA, and ticket metrics; Design scalable learning paths for new and tenured agents; Define and manage success metrics (time to productivity, QA scores, CSAT) for enablement programs.
Seniority
Mid-Senior, hands-on IC