Director, Customer Enablement

At Talkdesk, we are courageous innovators focused on redefining the customer experience, making the impossible possible for companies globally. We champion an inclusive and diverse culture representative of the communities in which we live and serve. And, we give back to our community by volunteering our time, supporting non-profits, and minimizing our global footprint. Each day, thousands of employees, customers, and partners all over the world trust Talkdesk to deliver a better way to great experiences.

We are recognized as a cloud contact center leader by many of the most influential research organizations, including Gartner and Forrester. With $498 million in total funding, a valuation of more than $10 Billion, and a ranking of #16 on the Forbes Cloud 100 list, now is the time to be part of the Talkdesk legacy to help accelerate our success in a new decade of transformational growth.

At Talkdesk, we embrace FAST, our fundamental operating principles that define who we are as an organization. These principles drive us to make the impossible possible. FAST: Focus + Accountability + Speed = Talkdesker.

• Focus: Focus time, energy and attention on what is most impactful for the business and thoughtful about how and when to partner with others.
• Accountability: Hold self and others accountable to meet commitments and drive results. Accept responsibility for successes and failures.
• Speed: Execute with agility and urgency. Act promptly, decisively, and without delay. Make good and timely decisions that keep the organization moving forward.
• Talkdesker: YOU!

The Director, Customer Enablement is a senior Go-To-Market leader responsible for operationalizing Talkdesk’s product strategy into clear, scalable, and persona-based enablement across Sales, Customer Experience (Success), Partners, and Professional Services. This role sits in the Customer Experience organization at the intersection of Product, Product Marketing, CX, and Revenue teams, ensuring Talkdesk’s enterprise contact center platform is consistently positioned, confidently sold, successfully implemented, and measurably adopted across global markets.

This critical role brings a deep understanding of enterprise contact center buyers and users, modern CX technology stacks (CCaaS, AI, WFM, QA, CRM integrations), and the realities of selling and delivering complex SaaS solutions. The Director owns the product enablement lifecycle—from launch readiness through ongoing field excellence—driving revenue impact, customer outcomes, and field confidence.

Key Responsibilities

Enterprise CX Persona-Based Enablement

• Design and own persona-based enablement strategies aligned to Talkdesk’s core enterprise CX audiences, including Contact Center Operations, Customer Experience Executives, IT/Telecoms, Operations, and Line-of-Business stakeholders.
• Translate Talkdesk’s platform capabilities (AI, automation, analytics, workforce engagement, integrations) into role-specific value narratives, use cases, and outcomes across the buyer and customer lifecycle.
• Partner closely with Product Marketing to ensure enablement reflects clear ICP definitions, buying committee dynamics, and competitive differentiation in enterprise contact center deals.
• Equip Sales, SEs, Customer Success, and Partners with field-ready assets that align to real customer CX challenges and opportunities.
• Ensure enablement supports enterprise sales motions, including multi-stakeholder deals, RFPs, pilots, proofs of value, and complex CX transformations.
  
  

Operationalize Product Enablement & Excellence

• Build and scale a repeatable product enablement operating model, covering launch readiness, ongoing capability updates, and continuous field improvement.
• Define “what good looks like” for product enablement across pre-sales, implementation, and post-go-live phases—ensuring consistency from first call to long-term adoption.
• Establish enablement standards, governance, and tooling to ensure accuracy, consistency, and speed to field across regions and teams.
• Partner with Sales Enablement, Customer Enablement, RevOps, Product & Engineering CoE, and Product Marketing to tie enablement programs to measurable outcomes, including win rates, deal velocity, implementation success, adoption, and customer health.
• Identify gaps in field execution and customer outcomes, and proactively design enablement interventions to improve product mastery, confidence, and customer impact.
  
  

Cross-Functional Leadership & Alignment

• Serve as a strategic partner to Product Marketing, Sales, Customer Success, Professional Services, Customer Enablement, Product & Engineering CoE, and Partner teams,