Customer Operations Enablement Manager

Telesign connects, protects and proactively defends companies, customers and the digital interactions between them. With powerful AI that delivers identity with speed, accuracy and global reach, we enable Continuous Trust. Empowering companies to transact, communicate and engage with their customers free of fear, Continuous Trust makes the promise of the digital economy possible.

As a Customer Operations Enablement Manager, you’ll contribute to scaling and optimizing the global Customer Operations (COPS) Enablement function. The mission for this role is to ensure the COPS team members (Customer Success, Customer Support, Messaging Operations) have the training and tools that empowers them to realize the team’s ambitious goals. The Customer Operations Enablement Manager will drive internal enablement processes, including onboarding, training, and assessment programs, develop educational collateral, tools, and more! A successful candidate has familiarity onboarding, training, and enabling rapidly growing and highly successful teams in the Americas, EMEA, and APAC regions.

Key Responsibilities: 

• Gain and maintain a thorough knowledge of Telesign’s products, customer audience, and COPS organization. Serve as subject-matter expert to be an asset for the team.
• Assess, audit, and manage prescriptive onboarding programs for new COPS team members.
• Design scalable programs for continuous development and implement role-based training assets, tools, and assessments aligned with skills matrices and leveling systems.
• Train new COPS team members on Telesign’s product offerings and processes. Oversee documentation and communication of product releases to the COPS team.
• Collaborate with internal stakeholders to identify and gather existing learning content and repackage as needed.
• Establish ongoing cross functional collaboration with the broader enablement team, product teams, People team, and internal teams to source, create, and measure the impact of appropriate enablement content.
• Keep informed of new training methods, systems, and produce employee training material as needed.
• Partner with people managers to provide the required coaching to course correct the team members if they fall short of expectations.

Essential Requirements: 

• Minimum 2 years' experience in executing enablement programs including building learning paths and training curriculum and measuring enablement success
• Passion for customer success with experience as part of OR supporting a Customer Success organization
• Results driven with strong project management skills and customer focus
• Excellent writing, speaking, presentation, group facilitation, and interpersonal communication skills with ability to break down concepts and clearly explain them to different audiences
• Skills in the use of the MS Suite, Salesforce, Lessonly, Slack, Tableau
• Attributes: Self-motivated, positive attitude, problem solver, team player, accountable, reliable, resourceful, consistent, strong work ethic, focused, and organized
• Ability to effectively collaborate with project teams, encourage and promote teamwork and positive interactions.

About the Role: 

We consider many different factors to determine your compensation package at Telesign. We assess your specific job family, level, relevant skills, experience, location and other special trainings, experiences, or accomplishments you bring to the position. Pay decisions are also guided by our financial means as well as analyzed against what others earn internally. We strive to pay competitively and offer market differentiated benefits and perquisites in line with our compensation philosophy. Telesign’s good faith estimate for this position is $74,400 - 156,100 + bonus + benefits. This range is a reflection of many similar like positions and your actual compensation may not be at the high or low end of the range but will be based on your unique skills and other criteria mentioned. Telesign is committed to offering each individual an elevated employee experience through growth and learning opportunities in addition to an inclusive work culture coupled with other perquisites such as flexible working environment, fitness reimbursements, Grubhub gift certificates, and a year-long MasterClass subscription, just to name a few.

About Telesign:

Telesign connects and protects online experiences with sophisticated customer identity and engagement solutions. Through APIs that deliver user verification, data insights, and communications we solve today’s unique customer challenges by bridging businesses to the complex world of global telecommunications.  

Telesign is proud to be an equal opportunity employer. We believe our differences help us create