Director, Customer & Internal Enablement

About Team / Role

The Director, Internal & Customer Enablement leads WEX Health & Benefits’ Enablement Center of Excellence (CoE) and is responsible for defining enablement strategy, building operating plans, and ensuring scalable, repeatable execution across the organization. Enablement is a critical growth driver for WEX—equipping internal teams and customers with the training, insights, tools, and strategies needed to accelerate revenue, strengthen customer relationships, and drive long-term value.

This role sets the standards, frameworks, tools, and best practices that empower Account Management, Account Services/Support, and Onboarding/Implementation teams—as well as customers—with the knowledge, skills, and confidence to succeed across the full customer lifecycle. While this role does not own Sales Enablement execution, it partners closely with the Sales Enablement organization to ensure alignment, consistency, and seamless handoffs from sale through onboarding, adoption, and ongoing service.

By unifying and elevating enablement across WEX, this leader ensures that every internal team member and every customer receives the right support at the right moment. Through data-driven, scalable enablement programs, the Director strengthens execution, improves customer outcomes, and directly influences revenue growth through higher adoption, expanded product penetration, and improved retention.

Success in this role means

• Teams are consistently enabled with the messaging, skills, tools, and confidence to drive upsell, cross-sell, and renewals.

• New team members are successfully onboarded and productive within a defined time period.

• Customers adopt more products, stay longer, and expand faster due to cohesive, well-supported, and informed journeys.

• Internal alignment is strengthened as teams operate from shared playbooks, unified narratives, and clear execution guidance.

• Enablement functions as a strategic growth engine, leveraging data, customer insights, and market signals to continuously improve employee and customer engagement.

• WEX scales with confidence through repeatable processes, consistent enablement, and measurable impact on customer outcomes.

How you'll make an impact

Enablement Strategy & Operating Planning

• Define the enterprise enablement vision, strategy, and multi-year roadmap aligned to Health & Benefits business priorities.

• Translate strategy into operating plans, quarterly priorities, and execution roadmaps for internal and customer enablement teams.

• Establish governance, prioritization, and intake models to focus enablement efforts on the highest-impact initiatives.

• Ensure all enablement approaches are scalable, repeatable, and sustainable.
   

Enablement Center of Excellence (CoE) Leadership

• Establish and lead the Enablement CoE to define standards, frameworks, governance, and best practices across internal and customer-facing teams.

• Develop scalable enablement models, playbooks, and methodologies leveraged consistently across functions.

• Serve as a strategic partner to Sales Enablement, aligning on messaging, readiness frameworks, lifecycle milestones, and role clarity without duplicating ownership.

• Maintain operating rhythms and governance to ensure enablement efforts are coordinated, prioritized, and measurable.
   

Internal Enablement (Non-Sales Execution)

• Design and deliver role-based enablement for Account Management, Account Services/Support, and Onboarding/Implementation teams.

• Provide training, tools, playbooks, and resources that reinforce operational excellence, consultative engagement, and consistent customer experiences.

• Partner across Product, Operations, Legal, Compliance, Marketing, and Growth to ensure content is accurate, compliant, and actionable.

• Establish metrics and feedback loops to measure adoption, effectiveness, and business impact.
   

Customer Enablement & Education

• Own the customer enablement and education strategy supporting onboarding, adoption, and long-term success.

• Build a centralized, scalable customer enablement hub with lifecycle-based resources, training, and self-service content.

• Implement proactive, multi-touch education programs th