Director, Customer Experience Enablement

Scope 

• Define and deliver CX enablement programs for global CX teams:  N. America, LATAM, EMEA, and JAPAC 

• CX enablement programs meet the needs of a variety of CX roles:  Functional & Technical Consultants/Architect, Support Engineers, Project Managers, Customer Success Managers, Technical Account Managers, Services Sales Reps, etc.

• CX enablement programs span:  role-based skills, solution/product knowledge, CX methodologies/processes/tools

• Collaborate with other global enablement teams (Sales, Partner, Customer, Instructional Design) to ensure consistent learning experience where applicable

What you’ll do

• Identify enablement, education, and training needs by working with internal CX stakeholders and conducting needs assessments

• Define and structure CX enablement programs; marshal the resources required for successful deliver

• As required, conduct “build vs. buy” research and decisioning

• Collaborate with subject matter experts to ensure that enablement content is accurate and relevant

• Ensure high program attendance and completion rates by target audiences

• Monitor and evaluate the effectiveness of CX enablement programs leveraging the Kirkpatrick Model, make adjustments as necessary

• Stay up-to-date on industry trends and best practices in CX enablement and learning tools/platforms

• Communicate with internal stakeholders about CX enablement, training and development opportunities

• Coordinate with other enablement and education teams to ensure consistency in enablement/education/training methodologies and materials 

What we are looking for

• 10+ years of experience in enablement or CX organization, preferably in a corporate setting for SaaS companies; at least 5 years of experience in a leadership/management role 

• Experience defining, developing and delivering CX enablement/education/training programs 

• Strong project and program management skills 

• Strong communication and presentation skills 

• Ability to work independently and as part of a team; ability to set direction for teams/resources

• Experience working with international off-shore teams; ability to accommodate meetings off-hours as required

• Hands-on experience and working knowledge of Cornerstone OnDemand or similar Learning Management Systems and other digital learning tools

• Bachelor's degree in Business Administration, or related field; advanced degree preferred

• Experience in adult learning principles

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Salary & Location

The target salary range for this role is $129,600 - $160,000. This position may be fully remote in the US.

The salary range information provided, reflects the anticipated base salary range for this position based on current national data.  Minimums and maximums may vary based on location.  Individual salary will be commensurate with skills, experience, certifications or licenses and other relevant factors.  In addition, this role will be eligible to participate in either the annual performance bonus or commission program, determined by the nature of the position.

At Blue Yonder, we care about the wellbeing of our employees and those most important to them. This is reflected in our robust benefits package and options that includes: 

• Comprehensive Medical, Dental and Vision 

• 401K with Matching 

• Flexible Time Off 

• Corporate Fitness Program 

• Wellbeing Days 

• A variety of voluntary benefits such as; Legal Plans, Accident and Hospital Indemnity, Pet Insurance and much more

At Blue Yonder, we are committed to a workplace that genuinely fosters inclusion and belonging in which everyone can share their unique voices and talents in a safe space. We continue to be guided by our core values and are proud of our diverse culture as an equal opportunity employer. We understand that your career search may look different than others, and embrace the professional, personal, educational, and volunteer opportunities through which people gain experience.

Our Values

If you want to know the heart of a company, take a look at their values. Ours unite us. They are what drive our success – and the success of our customers. Does your heart beat like ours? Find out here: Core Values

Diversity, Inclusion, Value & Equality (DIVE)