Enablement Manager, Support
We're building an Enablement team to empower Avalara's global support teams to deliver a world-class customer experience. As an Enablement Manager for our global support group, you'll empower the team that supports customer adoption and success of Avalara's solution portfolio.
About the Job
Help bring our organization to the next level. Work on a high-impact, high-visibility team to deliver value by enabling knowledge, skills, and behaviors that lead to customer satisfaction and growth. Be the standard for excellence in programmatic team education.
Design and deliver consistent, scalable training programs to meet full-cycle enablement needs for Global Support: new hire, continuing education, and skill optimization.
Ownership of the end-to-end learning experience for Global Support
Define requirements, prioritize activities, own/guide content development to support training activities (independently or with cross-functional partners)
Ensure maximum shelf-life and reach for training artifacts by managing learning mode and content hosting strategically.
Manage initiatives with excellence: plan, communicate, execute, report, and fold insights into future plans.
Establish and maintain strategic relationships within Global Support and cross-functionally
Use data and a well-developed internal network to identify and execute high return enablement activities.
Maintain a cadence of leadership communication and enablement business review to correlate enablement activities to business impact
You're an experienced and passionate educator and program manager. You're an excellent listener and communicator, driven to help teams succeed. You're a systems-thinker, building for now while considering what comes next. You're authentic and transparent - and a natural collaborator, willing to work through challenges to find the best solution. You know what good looks like and are comfortable assessing to make informed tradeoffs and pragmatic decisions. You're humble, despite all that.
Be prepared to share examples demonstrating these qualifications during the interview process.
Degree in related field (or equivalent experience) plus at least 8 years of related experience
Ability to establish and scale programs with matrixed dependencies and stakeholders
Comfort communicating with and reporting to individuals at all levels within an organization
Ability to write articles, record and edit video, build excellent presentation slides, and author using standard content tools, plus CMS and LMS
Experience delivering virtual and in-person training for service teams
Comprehensive organizational and logistics skills; experience managing branching activity calendars across multiple invite lists and time zones
Experience applying agile methodology to learning content and programs
Enhanced graphic design and video production skills
Experience performing front-line customer service, technical support, or customer success roles or supporting Global Support in an enablement capacity within an enterprise organization
Avalara is an Equal Opportunity Employer. All qualified candidates will receive consideration for employment without regard to race, color, creed, religion, age, gender, national orientation, disability, sexual orientation, US Veteran status, or any other factor protected by law.