Enablement Manager (Support)

Role Summary

The Support Enablement Manager builds and scales the training, onboarding, and quality-assurance programs that power a high-performing contributor-support team. The role owns the full enablement lifecycle — from designing and delivering onboarding curricula to formalizing QA frameworks that drive measurable improvement across the support organization. Enablement priorities are set in partnership with the Regional Manager; the Manager owns execution end to end within that scope and brings recommendations when scope needs to change. This is a hands-on leadership role: assess the landscape, prioritize, build the plan, lead a small team, and deliver results, working cross-functionally with Regional Managers, Team Managers, SMEs, and WFM.

Key Responsibilities

• Own the enablement function end to end — assess gaps, prioritize initiatives, and drive them to completion within scope agreed with the Regional Manager; surface recommendations when scope should change.

• Onboarding & curriculum — own the end-to-end onboarding for new Support Specialists; design, build, and continuously improve structured training that reflects current workflows, tools, and contributor-experience standards, so agents ramp quickly and confidently.

• Coaching & development — build and maintain ongoing training across all tiers; partner with Team Managers to close skill gaps with targeted interventions that translate into performance improvement.

• Quality assurance — own the QA program: scorecard design, calibration, audits, and reporting; keep QA consistent, fair, and actionable, and require that quality feedback cite a current source document.

• Knowledge base / SSOT — own the support knowledge base and its review cadence so guides stay accurate and current, and retire stale content.

• Team leadership — lead,

Department: Gen AI Operations