Senior Manager, Support Operations Enablement

Q2 • Austin, TX

30d

About The Position

We are seeking a dynamic and customer-focused leader who is passionate about enabling success through education, innovation, and exceptional service delivery. If you have a strong background in customer experience, technical enablement, and instructional design - along with proven leadership in developing high-performing teams - we encourage you to apply for this exciting opportunity. Join us in transforming the way we design, deliver and prepare our support teams to provide exceptional customer experience. As the Senior Manager, Support Operations Enablement, you will lead the strategy and execution of team member training, enablement, customer self-service and technical engagement programs designed to enhance satisfaction, adoption, and long-term value. This role combines deep expertise in design principles and training methodologies with a strong understanding of customer journey management and service excellence. The ideal candidate will bring a blend of strategic vision, operational execution, and a data-driven mindset, using insights to continually refine programs that drive measurable customer outcomes.

Requirements

• Typically requires a Bachelor’s degree in (relevant degree) and a minimum of 10 years of related experience; or an advanced degree with 6+ years of experience; or equivalent relevant work experience.
• Typically requires 2-5 years managing and developing employees.
• 8–10+ years of experience in customer experience, customer success, or learning and development, ideally in a technology or SaaS environment.
• 5+ years of people management experience, including coaching and developing cross-functional or global teams within the Information Technology Operations environment.
• Proven track record of partnering with L&D Teams as a Subject Matter Expert to develop curriculums and execute trainings.
• Strong technical acumen, with experience enabling customers or teams on complex software platforms, APIs, or integrations.
• Demonstrated success in developing training programs that improve agent productivity, product knowledge and customer satisfaction.
• Excellent communication, facilitation, and stakeholder management skills.
• Experience using Learning Management Systems (LMS), authoring tools (Articulate, Captivate, Rise), and collaboration platforms (Confluence, Jira, MS Teams, or PowerBI).
• Ability to manage multiple priorities in a dynamic environment and drive alignment across departments.
• Bachelor’s degree in Computer Science, Education, Organizational Development, or Business Administration.
• This position requires fluent written and oral communication in English.
• Applicants must be authorized to work for any employer in the U.S. We are unable to sponsor or take over sponsorship of an employment Visa at this time.

Nice To Haves

• Certifications in instructional design, learning technology, or customer experience management (e.g., CPTD, CXPA, PMP, or Agile) a +.
• Experience leading large-scale training or enablement initiatives in a technical environment a +
• Familiarity with AI-driven learning analytics or customer journey mapping tools a+

Responsibilities

• Develop and implement comprehensive training strategies covering operational processes, quality systems, compliance, and best practices across team member experience.
• Act as Customer Experience Operations Subject Matter Expert to enhance development and continuous improvement of onboarding and job qualification programs, to ensure support staff are productive, compliant, and competent.
• Partner with L&D on continuous improvement of agent productivity, and upskilling programs for support staff.
• Establish and execute remedial training programs tied to workmanship trends, audit findings, and defect root cause data.
• Serve as lead for key operations initiatives and partner with subject matter experts to ensure accuracy and relevance of content.
• Collaborate cross-functionally to define and implement best practices for onboarding, product proficiency, and career growth.
• Ensure training programs support key customer metrics such as Balanced Scorecards related to process efficiency, quality control, as well as NPS, CSAT, and time-to-value.
• Serve as the operational owner of workforce readiness metrics tied to daily, weekly, and campaign-level production milestones.
• Inform long range workforce strategies that align with production ramp goals and capability evolution.
• Own the Customer Experience knowledge base for operations staff best practices and process-specific know-how.
• Apply operational and statistical analysis to training outcomes using quality data, identifying predictive indicators of training needs.
• Develop models to prioritize training interventions based on throughput impact, cost of nonconformance, and operational velocity.

Benefits

• Health & Wellness
• Hybrid Work Opportunities
• Flexible Time Off
• Career Development & Mentoring Programs
• Health & Wellness Benefits, including competitive health insurance offerings and generous paid parental leave for eligible new parents
• Community Volunteering & Company Philanthropy Programs
• Employee Peer Recognition Programs – “You Earned it”

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Number of Employees: 1,001-5,000 employees