Description:
In Support Operations, we are dedicated to empowering our Support team with the tools and knowledge they need to succeed. We are seeking a dynamic and experienced Program Manager - Enablement to lead our onboarding initiatives and manage content across multiple platforms, ensuring a seamless and effective onboarding experience for new hires across multiple product verticals
Reporting to the Head of Support Operations, you will be responsible for setting the training, and content strategy for Customer Support
What You Will Do
- Design, implement, and continuously improve a comprehensive onboarding program for new hires across various product verticals, language, and time zones.
- Collaborate with cross-functional teams to align onboarding strategies with business goals and product-specific requirements.
- Develop onboarding materials, schedules, and training modules to facilitate smooth integration of new hires into their roles.
- Oversee the creation, organization, and maintenance of content in multiple flatforms, ensuring it is up-to-date, accurate, and easily accessible to all team members.
- Work closely with subject matter experts to develop and update training materials, and documentations.
- Facilitate regular feedback sessions with new hires and their managers to assess the effectiveness of the onboarding process and identify areas for improvement.
- Lead training sessions and workshops for new hires, focusing on Support tools, processes and best practices
- Track and analyze content coverage, accuracy, and usage. Identify improvement areas and roll out interventions
- Track and analyze onboarding metrics, such as assessment scores, customer satisfaction surveys (CSAT), and ticket solved, to evaluate program success and inform future enhancements
What You Will Need
- 4+ years of Enablement experience — with experience at a B2B software company
- Experience with instructional design, adult learning, measurement best practices
- Passionate about training and development and ability to train the trainer
- Proficiency in Confluence and familiarity with content management systems and best practices. Experience with LMS platforms and virtual training tools (e.g., Zoom, WebEx) is a plus
- Ability to navigate a high-ambiguity environment
- Strong attention to detail. You can dive into the weeds with your team and pick up on the seemingly small, yet important, details
- Excellent verbal and written communication skills. You’ll regularly communicate directly with executives and other senior leaders
- Willing to roll up your sleeves. We’re still a startup, and will expect you to roll up your sleeves and work hard to provide feedback and get the job done