CX Enablement Manager
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Location: Bangalore, India
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#Description#
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Employ Inc. provides people-first recruiting solutions that empower companies to overcome their greatest hiring challenges. Serving SMBs to global enterprises, Employ focuses on the unique recruiting needs of each organization — from simple hiring to sophisticated talent acquisition.
Employ is the only organization to offer companies choice in their hiring solutions, providing a curated set of recruiting technologies and services. By prioritizing people ahead of products, Employ helps companies grow, scale, and thrive through personalized choice, collective intelligence, and lasting relationships. Together, Employ and its brands (JazzHR, Lever, Jobvite and NXTThing RPO) serve more than 21,000 customers across multiple industries. For more information, visit www.employinc.com.
About this Role:
- As a CX Enablement Manager, you will play a pivotal role in ensuring internal employees across Customer Experience – including Customer Success, Renewals, Professional Services, and Support – receive the learning and support they need to perform and grow within their role. This includes but is not limited to: lead onsite training at Employ’s office in Bangalore, India, create robust learning plans for teams across the CX division, measure learning efforts and skill development across roles in. CX, facilitate timely and consistent communication, assist in building resources and documentation to support all initiatives, and ensure all teams are continuously supported in their role. This position reports to the Senior Manager, CX Enablement.
What You’ll Do:
Learning & Development
- Identify the knowledge and skills required for successful outcomes of CX roles, such as, Customer Success, Renewals, Customer Support, and Professional Services.
- Conduct skills analysis for different roles within the CS Organization to identify knowledge gaps and measure against a skills matrix.
- Work cross-functionally and with the enablement team to establish role-based curriculum and programs that drive knowledge and skill development.
- Work with Enablement leadership to establish monthly, quarterly, and yearly learning goals
- Assist in the organization of quarterly Development Days for the CX organization.
- Plan, lead and organize onsite and virtual learning experiences.
- Facilitate peer learning opportunities, workshops, or communities of practice to encourage knowledge sharing and skill enhancement among team members.
- Plan and facilitate new hire onboarding, both in 1:1 and cohort environments.
- Work cross-functionally to help deliver training and change management for new tools and technology crucial to the CX Organization.
Internal Engagement, Communication, & Measurement:
- Develop metrics and key performance indicators (KPIs) to measure the effectiveness of enablement programs.
- Regularly assess the impact of training initiatives on employee performance, productivity, and broader business priorities.
- Identify areas for improvement and adjust enablement strategies accordingly to optimize outcomes.
- Maintain a consistent communication cadence with internal audiences and leadership to ensure teams are kept aware of project updates and changes within the company.
- Maintain a feedback loop with employees to gauge interest and impact of all learning events.
Resource Development:
- Craft compelling and engaging presentations for internal training.
- Collaborate with subject matter experts (SMEs) to create and update training materials, including documentation, guides, videos, and e-learning modules.
- Create on-demand learning, including videos, course creation, knowledge articles, and quick reference guides.
- Utilize existing resources to curate internal training materials and provide diverse learning opportunities.
Stakeholder Management:
- Build relationships with key business stakeholders to aid in identifying ongoing needs.
- Collaborate with the broader CX Ops, Revenue Enablement, Marketing, Product, Product Enablement, and Sales teams to help drive internal alignment on the CX enablement strategy and prioritization.
- Collaborate with key stakeholders to understand the priorities for their teams and create a plan to support them.
- Act as a liaison between CX and other departments to align enablement efforts with broader organizational objectives and initiatives.
What You’ll Bring:
- Bachelor's degree in Business, Marketing, Communications or a related field
- 8+ years in related roles within the tech industry
- Must be fluent in English
- Experience in on-demand course creation and video editing skills
- Experience in learning and development preferred
- Knowledge of CX methodologies, processes, and training best practices
- Demonstrated ability to establish and manage project priorities and timelines to achieve results
- Experience working in a high growth, fast-paced technology environment
- Strong facilitation and presentation skills
- Curiosity & desire to learn new skills and step into unknown challenges
- Proven experience in change management
- Excellent communication and cross-functional skills
- Ability to present information in an engaging and concise manner
- Strong project management skills
Employ is an Equal Opportunity employer.
Employ is an EVerify employer.
Employ is an EVerify employer.
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