Director, Customer & Internal Enablement

WEX•Maine, NY

About The Position

The Director, Internal & Customer Enablement leads WEX Health & Benefits’ Enablement Center of Excellence (CoE) and is responsible for defining enablement strategy, building operating plans, and ensuring scalable, repeatable execution across the organization. Enablement is a critical growth driver for WEX—equipping internal teams and customers with the training, insights, tools, and strategies needed to accelerate revenue, strengthen customer relationships, and drive long-term value. This role sets the standards, frameworks, tools, and best practices that empower Account Management, Account Services/Support, and Onboarding/Implementation teams—as well as customers—with the knowledge, skills, and confidence to succeed across the full customer lifecycle. While this role does not own Sales Enablement execution, it partners closely with the Sales Enablement organization to ensure alignment, consistency, and seamless handoffs from sale through onboarding, adoption, and ongoing service. By unifying and elevating enablement across WEX, this leader ensures that every internal team member and every customer receives the right support at the right moment. Through data-driven, scalable enablement programs, the Director strengthens execution, improves customer outcomes, and directly influences revenue growth through higher adoption, expanded product penetration, and improved retention. Success in this role means Teams are consistently enabled with the messaging, skills, tools, and confidence to drive upsell, cross-sell, and renewals. New team members are successfully onboarded and productive within a defined time period. Customers adopt more products, stay longer, and expand faster due to cohesive, well-supported, and informed journeys. Internal alignment is strengthened as teams operate from shared playbooks, unified narratives, and clear execution guidance. Enablement functions as a strategic growth engine, leveraging data, customer insights, and market signals to continuously improve employee and customer engagement. WEX scales with confidence through repeatable processes, consistent enablement, and measurable impact on customer outcomes.

Requirements

10+ years of experience in enablement, customer success, operations, learning & development, or related fields; fintech, SaaS, or benefits administration experience preferred.
Proven experience building enablement frameworks or Centers of Excellence with measurable outcomes.
Strong strategic and operational skills with the ability to translate strategy into execution.
Demonstrated success influencing cross-functionally without direct ownership.
Experience partnering with Sales Enablement, Product, Marketing, Operations, Legal, and Compliance.
Excellent communication, facilitation, and program management skills.
Data-driven mindset with experience leveraging metrics, NPS, and customer insights.

Nice To Haves

Deep experience creating training programs (sales, product, customer-facing) and developing playbooks, messaging, and tools for teams at scale.
Demonstrated success partnering across GTM, Product, Marketing, Operations, Legal, and Compliance to align priorities and execute consistently.
Customer-centric mindset with experience using NPS, insights, and feedback loops to drive continuous improvement.
Comfort with change and ambiguity, with the ability to create structure, standards, and scalable processes in evolving environments.
Expertise in enablement technologies, including LMS systems, sales/CS enablement platforms, content management tools, and analytics systems.
A continuous improvement mindset, with experience implementing structured feedback loops and iterating on programs to increase adoption and impact.
Experience leveraging AI and automation to design, deliver, and continuously optimize enablement programs at scale

Responsibilities

Enablement Strategy & Operating Planning Define the enterprise enablement vision, strategy, and multi-year roadmap aligned to Health & Benefits business priorities.
Translate strategy into operating plans, quarterly priorities, and execution roadmaps for internal and customer enablement teams.
Establish governance, prioritization, and intake models to focus enablement efforts on the highest-impact initiatives.
Ensure all enablement approaches are scalable, repeatable, and sustainable.
Enablement Center of Excellence (CoE) Leadership Establish and lead the Enablement CoE to define standards, frameworks, governance, and best practices across internal and customer-facing teams.
Develop scalable enablement models, playbooks, and methodologies leveraged consistently across functions.
Serve as a strategic partner to Sales Enablement, aligning on messaging, readiness frameworks, lifecycle milestones, and role clarity without duplicating ownership.
Maintain operating rhythms and governance to ensure enablement efforts are coordinated, prioritized, and measurable.
Internal Enablement (Non-Sales Execution) Design and deliver role-based enablement for Account Management, Account Services/Support, and Onboarding/Implementation teams.
Provide training, tools, playbooks, and resources that reinforce operational excellence, consultative engagement, and consistent customer experiences.
Partner across Product, Operations, Legal, Compliance, Marketing, and Growth to ensure content is accurate, compliant, and actionable.
Establish metrics and feedback loops to measure adoption, effectiveness, and business impact.
Customer Enablement & Education Own the customer enablement and education strategy supporting onboarding, adoption, and long-term success.
Build a centralized, scalable customer enablement hub with lifecycle-based resources, training, and self-service content.
Implement proactive, multi-touch education programs that drive adoption, reduce friction, and improve outcomes.
Leverage NPS, engagement data, and customer feedback to continuously refine customer enablement initiatives.
Process Readiness & Alignment Vet, manage, and coordinate internal and external communications for cohesion, clarity, specificity, and proactive engagement.
Partner with Account Services & Implementation Operations Readiness to document, communicate, and train on new or changing processes.
Engage in strategic initiatives impacting growth, service, and implementation teams to ensure operational readiness.
Use post-launch reviews and data-driven insights to refine enablement plans and accelerate adoption.
Continuous Improvement & Measurement Incorporate performance data, NPS results, customer feedback, and operational metrics into regular enablement reviews.
Create structured feedback loops with internal teams and customers to ensure adaptive, customer-centered enablement.
Measure effectiveness through adoption rates, engagement metrics, time-to-readiness, and impact on revenue growth, customer satisfaction, and retention.
Leadership & Execution Build, lead, and develop a high-performing enablement team across internal readiness and customer education.
Drive clarity of roles, responsibilities, and ownership across enablement functions, particularly in partnership with Sales Enablement.
Serve as a trusted advisor to the VP of Account Services & Enablement and cross-functional leaders.
Champion operational discipline, continuous improvement, and scalability across all enablement programs.