Customer Enablement Delivery Manager

Verizon•Rolling Meadows, IL

2d•Hybrid

About The Position

When you join Verizon, you want more out of a career. A place to share your ideas freely — even if they’re daring or different. Where the true you can learn, grow, and thrive. At Verizon, we power and empower how people live, work and play by connecting them to what brings them joy. We do what we love — driving innovation, creativity, and impact in the world. Our V Team is a community of people who anticipate, lead, and believe that listening is where learning begins. In crisis and in celebration, we come together — lifting our communities and building trust in how we show up, everywhere & always. Want in? Join the #VTeamLife. As a Customer Enablement Delivery Manager, you will design and build the digital, automated learning programs that educate our customer base at scale. As Verizon Connect continues to grow, we need to free up our live enablement teams from basic "how-to" questions so they can focus on high-value consulting and delivery with customers. In this role, you will act as a principal architect for our "tech-touch" and asynchronous learning pathways. Your mission is to move us away from reactive help-center articles and build engaging, digital learning ecosystems. By teaching customers how to successfully use our products through scaled, digital channels, you will help them see value faster, reduce their need to call support, and partner seamlessly with our live Customer Enablement teams to create a unified learning journey.

Requirements

Bachelor’s degree or four or more years of work experience.
Four or more years of relevant experience required, demonstrated through one or a combination of work and/or military experience, or specialized training.
A strong background in building digital customer academies, automated learning journeys, and on-demand content.
A clear understanding of how scaled customer education directly reduces support costs, drives product adoption, and improves customer retention.
Experience building in-app guides, pop-ups, and walkthroughs using digital adoption platforms (e.g., Pendo, WalkMe, or similar software).
The ability to look at product usage data and support tickets to figure out exactly where customers are getting stuck, and then give enablement recommendations and build an automated training solution to fix it.
Proven ability to work closely with Product, Support, and Customer Success teams to drive a blended learning experience.

Nice To Haves

Experience working in a Product-Led Growth (PLG) or Tech-Touch Customer Success environment.
Deep knowledge of Customer Learning Management Systems (LMS) like Skilljar, Docebo, or Absorb.
Background in instructional design specifically for B2B SaaS or complex hardware/IoT products.
Experience utilizing customer health scoring and telemetry data to trigger automated learning emails or in-app messaging.

Responsibilities

Design and build scalable digital learning programs like online academies, automated onboarding paths, and on-demand webinar series, tailored to our Enterprise, SMB, and Government customers.
Partner with the Customer Enablement Supervisor and live training teams to ensure our digital content perfectly complements our human-led customer education efforts.
Partner with Product teams to build automated education directly into the customer’s first 60 days.
Create specialized digital training tracks that ensure customers can successfully set up and leverage our software on their own, setting them up for long-term success.
Work closely with the Digital CX and Product teams to bring the right helpful guides and tutorials directly inside our software.
Build a seamless digital customer experience where customers get the exact training they need, right when they get stuck in the platform.
Track how well our automated and digital training programs are actually working.
Look at the data to prove that customers who engage with our digital learning pathways open fewer support tickets and use the platform more often.
In this role, you will help shape our digital and in-app enablement strategy.
If we are rolling out a software update or a highly complex compliance feature, you act as the digital readiness guide to ensure we deploy automated training to our customers in the right way.
You will partner with the Product team to ensure the digital customer enablement approach prevents spikes in support calls and customer frustration for new rollouts.