Product Enablement Lead

WPP•Chicago, IL

3d•$100,000 - $230,000•Hybrid

About The Position

WPP is the creative transformation company. We use the power of creativity to build better futures for our people, planet, clients, and communities. Working at WPP means being part of a global network of more than 100,000 talented people dedicated to doing extraordinary work for our clients. We operate in over 100 countries, with corporate headquarters in New York, London and Singapore. WPP is a world leader in marketing services, with deep AI, data and technology capabilities, global presence and unrivalled creative talent. Our clients include many of the biggest companies and advertisers in the world, including approximately 300 of the Fortune Global 500. Our people are the key to our success. We're committed to fostering a culture of creativity, belonging and continuous learning, attracting and developing the brightest talent, and providing exciting career opportunities that help our people grow. WPP is undergoing a significant transformation, unifying our global agency network with a cutting-edge, AI-enabled marketing platform. This requires a profound shift in how our 100,000 employees' work. The Change and Enablement Team within WPP Open is a critical strategic function, uniquely bringing together two specialist areas: Product Enablement and Workspace Enablement. This integrated team is dedicated to delivering consistent, high-impact change and learning experiences across all facets of WPP Open. We serve as the vital bridge between Professional Services product roadmap delivery and end-user enablement/adoption, ensuring that every new rollout, platform enhancement, and process improvement is not only understood but also enthusiastically embraced and sustained across our diverse agencies and client teams, on time and with measurable impact. We are seeking a proactive and detail-oriented Product Enablement Lead to manage the day-to-day operations and performance of the dedicated Product Enablement team. This pivotal role is focused on the supporting the business within the Change and Enablement function, ensuring that global users and clients receive timely, high-quality support and continuously updated learning materials. You will be instrumental in managing the team that directly supports end-users as they adopt and leverage the WPP Open platform. The Product Enablement Lead is responsible for the operational management, performance, and development of the Product Enablement Analysts within the team. This includes managing support processes, overseeing the quality and delivery of training and documentation, and acting as the primary escalation point for complex user issues. This role is highly focused on execution, team performance, and maintaining the highest standard of user support to drive platform proficiency and satisfaction.

Requirements

6+ years of experience in Product Enablement, Customer Success, or Managed Services within a B2B or enterprise software environment.
Demonstrated experience leading or managing a small to medium-sized support or enablement team (Analysts, Specialists, or similar roles).
Proven ability to manage operational delivery and execute complex enablement plans derived from strategic objectives.
Proficiency in developing and curating technical and non-technical training content and documentation (e.g., using tools like Gong, Salesforce Knowledge, or similar platforms).
Excellent collaboration and communication skills, with a track record of translating product updates into actionable user-friendly content.
Skilled in analyzing operational data (e.g., ticket data, content views) to identify trends and drive team priorities.
Solid understanding of standard IT/Product processes (e.g., agile development, release cycles, L1/L2 support models).

Responsibilities

Team Management & Coaching: Directly lead, mentor, and manage the team of Product Enablement Analysts, fostering a high-performance culture focused on user satisfaction and expertise in the WPP Open platform.
Operational Oversight: Manage the daily workflow of the Product Enablement function, including ticket prioritization, support coverage (L1/L2), and adherence to Service Level Agreements (SLAs).
Content Execution: Oversee the creation, maintenance, and dissemination of all user-facing enablement assets, including documentation, training materials, FAQs, and release notes, ensuring accuracy and alignment with the latest product roadmap.
Feedback & Insight: Act as the primary conduit for user feedback and support insights, collaborating closely with the Programme Director and Product teams to prioritize friction points and content gaps.
Process Improvement: Continuously review and optimize the user support and content delivery processes to enhance efficiency and accelerate the user’s time-to-proficiency on the platform.
Operational Reporting: Track and report on key operational metrics for the enablement team, including support volume, resolution times, user satisfaction (CSAT), and content engagement rates, informing the overall Enablement Strategy.
Rollout Support: Ensure the team is fully prepared for all new product feature rollouts, including pre-release testing of support content and internal team training.