Enablement Program Manager
hace 4 días
Enable Customer Success with Oyster
Oyster is breaking barriers in global employment, providing individuals worldwide with equal opportunities. As an Enablement Lead, you will craft and refine enablement programs for our Customer Experience (CX) organization.
About the Position:
- Establish a robust enablement strategy that addresses the skills and competencies required for CX roles.
- Utilize Oyster's performance management framework to design customized enablement programs for each CX position.
- Equip managers with the necessary tools, skills, and processes to excel in performance management.
- Collaborate with the GTM Onboarding Manager to ensure seamless integration between onboarding programs and employee experience.
- Balance training, coaching, and mentoring (70:20:10) in enablement programs.
- Partner with internal L&D experts and subject matter specialists to develop high-quality training resources and content.
- Evaluate the effectiveness of enablement programs, identifying areas for improvement to drive better outcomes.
- Regularly assess CX capabilities through collaboration with team leads, quality teams, shadowing, customer feedback, and business insights.
- Design and facilitate a Customer Experience leadership program alongside colleagues from our central Learning and Development team.
- Work closely with Customer Experience leaders to define success metrics and KPIs for your team.
Your Background:
- 5+ years of experience in designing, delivering, and maintaining world-class enablement programs tailored to various roles.
- 2+ years of managing learning and development resources.
- A proven track record of using effective evaluation methods to ensure enablement success.
- 3+ years of customer-facing experience in Success or Support.
- Able to engage diverse audiences through distributed toolsets, such as Zoom, Slack, Notion, Loom, etc.
- Experience defining metrics to measure success and reporting achievements.
- Highly collaborative approach with agility in navigating change and aligning teams around objectives.
The Ideal Candidate:
- A highly motivated self-starter with a can-do attitude and problem-solving mindset.
- Excellent written and verbal communication skills.
- [BONUS] Formal learning design experience.
- [BONUS] Familiarity with agile team practices, tools, and frameworks.
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