Enablement Manager

Zoom • San Jose, CA

2d • Hybrid

About The Position

Lead global support readiness programs that equip technical teams with training, tools, and knowledge to deliver exceptional customer experiences. Partner cross-functionally with Product, Engineering, and Support Leadership to identify gaps and drive improvements. Create measurable impact by reducing customer contacts and enabling efficient issue resolution. We deliver operational excellence across Customer Support through enablement, training, and readiness programs. Our team collaborates globally to ensure support engineers have what they need to succeed. We exist to bridge product, engineering, and support—making every customer interaction more effective.

Requirements

• Manage complex programs across multiple stakeholders in fast-paced technical environments
• Demonstrate 7+ years of experience in support delivery organizations, understanding customer-facing technical operations
• Influence cross-functional teams and drive organizational change through data-driven insights
• Communicate effectively in writing and verbally with technical teams and senior leadership
• Coordinate multiple initiatives simultaneously while maintaining attention to detail and quality standards
• Apply technical or engineering background to understand product functionality and support implications
• Leverage experience in post-sales SaaS operations, contact centers, or technical support environments
• Hold Bachelor's degree or equivalent practical experience in relevant field

Responsibilities

• Partnering with Product Management and Engineering to implement Transfer of Information processes for releases, identifying risks and functionality changes that impact support delivery
• Leveraging contact driver insights and customer feedback to influence product roadmap decisions and reduce support volume through supportability improvements
• Facilitating cross-functional meetings with Support Delivery and Engineering teams to review customer-impacting defects and coordinate resolution plans
• Developing and maintaining enablement assets, training materials, and knowledge frameworks that scale across global support teams
• Driving continuous improvement by synthesizing customer insights, operational data, and business priorities into measurable readiness programs

Benefits

• As part of our award-winning workplace culture and commitment to delivering happiness, our benefits program offers a variety of perks, benefits, and options to help employees maintain their physical, mental, emotional, and financial health; support work-life balance; and contribute to their community in meaningful ways.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level