Customer Experience Enablement Manager

Job Summary

Leading the development of a robust knowledge infrastructure, the full-time Customer Experience Enablement Manager will manage the Enablement team, oversee onboarding and training programs, and ensure quality assurance in a hybrid remote environment.

Key responsibilities

• Own the knowledge infrastructure strategy, including architecture, governance, and content management
• Design and implement a balanced learning strategy tailored to various audiences and content types
• Measure system effectiveness through performance metrics and specialist feedback to drive continuous improvement

Required qualifications

• 8+ years of experience in knowledge management, support enablement, or related fields, with team leadership experience
• Proven ability to architect scalable knowledge systems for large user and AI populations
• Experience in managing and improving knowledge or training platforms with measurable outcomes
• Strong instructional design skills with the ability to adapt content for diverse learning needs
• Familiarity with AI-assisted support workflows and building content for both AI systems and human users