Customer Experience Expert Lead

hace 5 días


Buenos Aires, Buenos Aires C.F., Argentina Jampp A tiempo completo

Unlock Global Opportunities with Oyster

Oyster is changing the game in global employment, giving people worldwide the chance to succeed. As an Enablement Lead, you'll be responsible for crafting and refining enablement programs for our Customer Experience (CX) organization.

About the Job:

  1. Develop a robust enablement strategy aligned with the skills and competencies required for CX roles.
  2. Pivot off Oyster's performance management system to build customized enablement programs for each CX position.
  3. Empower managers with the essential tools, skills, and processes to excel in performance management.
  4. Collaborate with the GTM Onboarding Manager to ensure seamless integration between onboarding programs and employee experience.
  5. Foster a balance of training, coaching, and mentoring (70:20:10) in enablement programs.
  6. Partner with internal L&D experts and subject matter specialists to develop top-notch training resources and content.
  7. Assess the effectiveness of enablement programs, identifying areas for improvement to drive better outcomes.
  8. Regularly evaluate CX capabilities through collaboration with team leads, quality teams, shadowing, customer feedback, and business insights.
  9. Design and facilitate a Customer Experience leadership program alongside colleagues from our central Learning and Development team.
  10. Work closely with Customer Experience leaders to define success metrics and KPIs for your team.

Your Qualifications:

  • 5+ years of experience in creating, implementing, and maintaining high-quality enablement programs tailored to diverse roles.
  • 2+ years of managing learning and development resources.
  • A proven track record of using effective evaluation methods to guarantee 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 Perfect Fit:

  • 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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