Service Enablement Manager, CX

About the Role

The Service Enablement Manager is essential for making sure customer-facing teams are ready to launch, support, and grow new products and services. This person connects Product, Engineering, Support, Professional Services, and Learning teams, overseeing everything from early planning and evaluation to release readiness, knowledge sharing, and ongoing support after launch.

Service Enablement aims to speed up product launches, lower the number of support cases, and help resolve cases faster by giving teams the right resources and information when they need them. These managers ensure that innovations lead to real benefits for customers. By preparing teams ahead of time, they improve customer satisfaction, boost operational efficiency, and contribute to the success of each product rollout.

Key Responsibilities

Enablement Strategy & Planning

• Lead enablement discovery for new products, features, and major enhancements, assessing service and support impact across teams and regions.
• Define and own enablement plans and timelines aligned to product release milestones and operational readiness gates.
• Act as a central point of coordination for enablement activities across Documentation, Training, and Field Readiness functions.

Release & Field Readiness

• Partner closely with Product Management and Engineering to understand scope, dependencies, risks, and operational implications of upcoming releases.
• Support structured release planning, readiness tracking, and field sign‑off activities to ensure teams are prepared ahead of general availability.
• Facilitate early access and pre‑release exposure where applicable to enable proactive readiness and feedback loops.

Knowledge Transfer & Enablement Delivery

• Coordinate and facilitate knowledge transfer sessions between Product, Engineering, and customer‑facing teams.
• Ensure the creation and delivery of clear, scalable enablement assets including implementation guides, checklists, best‑practice documentation, FAQs, and troubleshooting resources.
• Partner with Learning & Education teams to support role‑based learning paths, enablement sessions, and certification programs.

Stakeholder & Cross‑Functional Collaboration

• Serve as the primary enablement point of contact for Service, Support, Professional Services, TAMs, and Customer Success teams.
• Align stakeholders on enablement scope, expectations, and delivery timelines.
• Translate complex product and technical concepts into practical, service‑ready guidance for field teams.

Governance, Measurement & Continuous Improvement

• Maintain enablement governance standards, documentation ownership, and version control.
• Track enablement effectiveness using qualitative feedback and operational metrics (e.g., time to turn‑up, case trends, adoption blockers).
• Capture lessons learned post‑release and feed insights back into Product and Engineering to continuously improve service readiness.

Required Experience & Skills

Education
Bachelor’s degree in Business, Information Systems, Computer Science, Project Management, or a related field (or equivalent experience).

Experience Required

• 4–5 years’ experience in a B2B high‑tech environment
• Project management experience or certification (PMI, CAPM)
• Strong technical writing and editing skills
• Excellent written and verbal communication skills in English
• Strong analytical skills with the ability to interpret metrics and data
• Ability to translate complex technical concepts into clear, structured content
• Proven collaboration and stakeholder management skills
• Strong organizational skills and ability to work independently and as part of a team
• Highly proficient in Microsoft Office (Outlook, Teams, Word, Excel, PowerPoint) and Visio
• Excellent stakeholder management and cross‑team coordination skills.
• Structured, detail‑oriented approach to planning, execution, and governance.
• Comfortable working in fast‑moving environments with evolving priorities.

Experience Preferred

• Experience with Microsoft Copilot AI Studio
• Familiarity with Salesforce CRM, Power BI, and Wrike (or similar tools)
• Strong creative portfolio (written, design, presentations, or multimedia)
• Project management experience
• Contact Center industry experience