Sr. Product Enablement Manager

DataSpring

8h•$160,000 - $170,000•Remote

About The Position

The Sr. Product Enablement Manager owns how DataSpring users and customers learn to use its products successfully and serves as a cross-functional liaison between Product and the teams that support users. As a shared service for provider and member data teams, the role identifies user friction, determines appropriate interventions, and personally creates solutions such as in-app guidance, guided walkthroughs, short-form videos, and visual tutorials. This hands-on role combines content production and product adoption with responsibility for the flow of product information and user feedback between teams. The manager participates in user acceptance testing, reviews product analytics, gathers insights from support and customer-facing teams, and turns those insights into user education, product recommendations, and change-readiness communication. The role may coordinate with external production or Pendo-services partners while retaining accountability for priorities, quality, accuracy, consistency, and results. Success is measured by changes in user behavior, including fewer avoidable support contacts, faster time to value, stronger feature adoption, successful task completion, and greater user confidence. The position also supports UX and user enablement teams by absorbing overflow and providing backup coverage during launches and releases. This is a full-time, exempt, remote position reporting to the Director, Product Operations.

Requirements

At least 5 years of hands-on experience creating customer education, software product training, product adoption, or enablement content across product, support, and customer-facing teams.
Demonstrated experience producing customer-facing content for a software product or technology-enabled service.
Hands-on experience with a digital adoption platform; Pendo experience is strongly preferred.
Strong writing and editing skills, including the ability to explain complex workflows clearly to nontechnical audiences.
Ability to independently create short-form video, in-app guidance, and written or visual instructional content.
Video-production experience, including screen capture, editing, captions, visual callouts, and narration or voiceover management.
Sound judgment about content priority, instructional format, audience needs, and appropriate depth.
Ability to interpret product analytics, support data, and customer feedback and draw defensible conclusions.
Ability to work independently and deliver useful, accurate content under significant deadline pressure and with shifting priorities or incomplete information.
Ability to serve as the primary product-education resource and move work forward without extensive direction.
Strong stakeholder-management skills, including the ability to give external partners and internal contributors clear, actionable feedback.
Strong cross-functional facilitation skills and ability to align teams and influence decisions without direct authority.
Experience working within product-development and release cycles.
Bachelor’s degree or an equivalent combination of education and relevant professional experience.
Candidates must be prepared to share a portfolio containing at least one software-training video and one example of personally created in-app, visual, or written guidance.
Hands-on experience with several relevant tools or comparable alternatives, such as Pendo or another digital adoption platform; Camtasia, Descript, Adobe Premiere Pro, or Loom; Articulate 360 or Adobe Captivate; AI-assisted production tools; Jira and Confluence; and Microsoft Word, PowerPoint, and Excel.

Nice To Haves

Experience developing education for external users and customers of a SaaS product or technology-enabled service.
Experience building and publishing Pendo guides and interpreting Pendo analytics.
Working knowledge of adult-learning, instructional-design, microlearning, and performance-support principles.
Experience with healthcare technology, provider workflows, or healthcare data.
Knowledge of Section 508 and WCAG requirements as applied to digital learning content.
Experience administering Pendo or leading digital-adoption governance across multiple teams.
Experience partnering with customer support or call-center teams to use contact data for product, content, or training improvements.
Experience creating executive presentations and release communications.
Experience establishing content governance or standards for AI-assisted content creation.

Responsibilities

Identify and synthesize user-friction signals from support contacts, customer interactions, implementation and account teams, internal questions, feedback, usability research, and product-usage data.
Translate user friction into defined education and product-adoption needs; prioritize requests by impact, business importance, urgency, audience, and effort; communicate tradeoffs and requests that should not be pursued.
Establish and operate an intake and triage process for education and enablement requests.
Participate in user acceptance testing and release activities to identify education needs before functionality reaches users.
Partner with Product Management to distinguish training needs from issues best addressed through product design.
Select and produce appropriate interventions, including Pendo guidance, walkthroughs, product tours, short-form videos, annotated screenshots, and visual tutorials.
Design task-focused content for different roles, personas, workflows, and levels of product familiarity.
Script, record, edit, caption, and publish product-training videos; build, test, publish, and maintain Pendo guides and other in-app experiences.
Create reusable visual content for in-product guidance, help centers, release communications, and support channels.
Apply consistent brand, voice, terminology, plain-language, and accessibility standards, including applicable Section 508 and WCAG requirements.
Maintain editable source files, templates, naming conventions, version history, and a reusable content library.
Use AI-assisted and automated production tools appropriately while maintaining accuracy, security, and editorial quality.
Plan and run in-app engagement campaigns to increase awareness and adoption of new and underused features.
Measure training effectiveness using analytics, support data, task completion, feature adoption, depth of use, and time to first successful use; improve content based on data and feedback.
Revise, replace, consolidate, or retire content that is outdated, redundant, or ineffective, and identify follow-up priorities from user friction and adoption patterns.
Establish training content standards, review processes, and ownership to align training, help content, and product messaging with releases.
Lead Pendo governance, including standards for tagging, guide creation, targeting, review, and publishing across teams.
Help define responsible-use guidelines for AI in content creation, addressing accuracy, security, privacy, and editorial review.
Collaborate with Product Management, UX, Customer Support, Implementations, Sales, Client Partnerships, Marketing & Communications, Compliance, and subject-matter experts.
Coordinate product enablement and communication across provider and member data teams and help teams distinguish product, communication, support, and education problems.
Communicate priorities, tradeoffs, progress, risks, and results to stakeholders.
Partner with the Solutions Center to review call drivers and user feedback, compare support themes with Pendo behavior data, and keep training and knowledge resources current with releases.
Create presentations explaining product changes, user impact, and adoption results to leadership and go-to-market teams.
Support UX and user enablement teams by taking on overflow work and providing backup coverage during launches and releases.
Provide clear, actionable feedback to external partners and internal contributors and influence cross-functional decisions without direct authority.