Post Sales Enablement - Senior Manager

Verizon • Rolling Meadows, IL

28d • $115,000 - $200,000 • Hybrid

About The Position

Reporting to the Associate Director of Customer Success Enablement, you are a key player in our enablement execution. This is a highly active, hands-on Principal Individual Contributor (IC) role. While leadership guides the overarching strategy, you are designing, building, and delivering the approach that keeps our customer-impacting teams informed and effective. You will support the entire Global Customer Success (GCS) ecosystem, including Support, Deployment, Vendors, and CSMs. When a new internal process, tool, or corporate initiative launches, you are the person who owns the enablement rollout end-to-end, figuring out exactly how it impacts the frontline, designing the change approach, and building the learning materials they need to execute flawlessly without disrupting the customer experience.

Requirements

• Bachelor's degree or four or more years of work experience.
• Six or more years of relevant work experience in Enablement, Learning & Development, or Customer Operations roles.
• Proven hands-on experience building instructional materials (e-learning, job aids, ILT) and facilitating live training for adult learners.
• Deep experience enabling broad, customer-impacting teams (e.g., Customer Support, Implementation/Deployment, and Account Management).
• Exceptional project management skills, with the ability to independently drive complex training rollouts and manage cross-functional handoffs in a fast-paced environment.

Nice To Haves

• Experience supporting a diverse Customer Success organization, including managing vendor enablement.
• A strong background in Process Excellence or Change Management, with a track record of driving operational behavior change.
• Advanced proficiency with LMS platforms, instructional design software (e.g., Articulate, Captivate), and knowledge base management.
• The ability to quickly understand technical products and internal CRM/Support tools (like Salesforce) to effectively train others on how to use them.

Responsibilities

• End-to-End Initiative Ownership: Serve as the single point of accountability for assigned enablement programs. You will own the full lifecycle from initial scoping and managing cross-functional handoffs, to designing the targeted change management approach needed to drive adoption.
• Process & Initiative Rollouts: Serve as the lead enablement practitioner for major operational shifts. When we roll out a new internal tool, change a support workflow, or launch a complex CX initiative, you design the exact training approach to get the field ready.
• Cross-Functional Readiness & Pushback: Partner directly with multiple teams to stay ahead of upcoming changes. You don't just take orders; you actively challenge broken or overly complex processes, give input on "go/no-go" readiness criteria, and ensure the business is actually ready before we push training to the frontline.
• Hands-On Instructional Design & Delivery: Create clear, practical enablement deliverables, from quick-reference job aids and process maps to comprehensive learning modules, ensuring seamless knowledge transfer and behavioral change.
• Performance & Adoption Tracking: Track the real-world impact of your enablement. Measure completion rates, comprehension, and post-training behavioral shifts to ensure the frontline is actually adopting the new processes.
• Continuous Feedback Loop: Keep your ear to the ground. Actively gather feedback from Support agents, Deployment specialists, SAMs, and CSMs to identify broken processes or skill gaps, and quickly iterate your enablement materials to solve them.

Benefits

• medical
• dental
• vision
• short and long term disability
• basic life insurance
• supplemental life insurance
• AD&D insurance
• identity theft protection
• pet insurance
• group home & auto insurance
• matched 401(k) savings plan
• up to 8 company paid holidays per year
• up to 6 personal days per year
• paid parental leave
• adoption assistance
• tuition assistance
• premium pay such as overtime, shift differential, holiday pay, allowances
• up to 15 days of vacation per year

What This Job Offers

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