Senior Customer Operations Enablement Manager

Jobtailor; Breda; On-site; EUR 90,000 - 130,000; Full time

Job summary

Jobtailor in the Netherlands seeks an experienced Head of Training for Customer Service to define and execute the global training strategy. You will design scalable learning solutions covering Order-to-Cash processes and systems, and partner with regional leaders to harmonize content.

You will drive measurable improvements, own onboarding and role-based programs, and collaborate with IT to leverage learning technologies, enabling clear career pathways and alignment with Supply Chain leadership.

Qualifications

• Bachelor's degree preferred.
• 10+ years of experience in customer service, training, or capability development.
• Proven experience designing and scaling global training programs.
• Strong understanding of Order-to-Cash processes, customer service operations, and supply chain dynamics.
• Experience with ERP (SAP), CRM (Salesforce), and LMS platforms.
• Ability to translate business strategy into actionable, measurable training programs.
• Strong analytical skills with KPI linkage.
• Excellent stakeholder management and communication skills.
• Ability to operate under limited supervision as a subject matter expert.

Responsibilities

• Define and execute the global training strategy for Customer Service.
• Design and deliver scalable learning solutions covering Order-to-Cash processes and systems.
• Drive measurable improvement in operational performance through targeted capability-building interventions.
• Own end-to-end governance of onboarding, refresher, and role-based training programs.
• Partner with regional Customer Service leaders to harmonize processes, tools, and training content.
• Embed continuous improvement loops through voice of customer, employee feedback, and performance analytics.
• Partner with IT/Digital teams to leverage learning technologies.
• Enable structured career pathways through competency frameworks and certification programs.
• Serve as a strategic partner to Customer Service, Commercial, and Supply Chain leadership.

Skills

Customer service training

Global training design

Stakeholder management

Analytical skills

Communication with leadership

Education

Bachelor's degree

Tools

SAP

Salesforce

LMS platforms

Job description

Responsibilities

• Define and execute the global training strategy for Customer Service
• Design and deliver scalable learning solutions covering Order-to-Cash processes and systems
• Drive measurable improvement in operational performance through targeted capability-building interventions
• Own end-to-end governance of onboarding, refresher, and role-based training programs
• Partner with regional Customer Service leaders to harmonize processes, tools, and training content
• Embed continuous improvement loops through voice of customer, employee feedback, and performance analytics
• Partner with IT/Digital teams to leverage learning technologies
• Enable structured career pathways through competency frameworks and certification programs
• Serve as a strategic partner to Customer Service, Commercial, and Supply Chain leadership

Requirements

• Bachelor's degree preferred
• 10+ years of experience in customer service, training, or capability development
• Proven experience designing and scaling global training programs
• Strong understanding of Order-to-Cash processes, customer service operations, and supply chain dynamics
• Experience working with ERP (SAP preferred), CRM (e.g., Salesforce), and LMS platforms
• Demonstrated ability to translate business strategy into actionable, measurable training programs
• Strong analytical skills, with experience linking training outcomes to business KPIs
• Exceptional stakeholder management and communication skills, with experience engaging senior leadership
• Demonstrated ability to operate under limited supervision as a recognized subject matter expert

Core Competencies

Demonstrates expertise in designing and executing global training strategies for Customer Service, with a strong focus on Order-to-Cash processes and measurable performance improvement. Proven ability to partner with leadership and leverage learning technologies to enhance training effectiveness and operational efficiency.

Tools & Technologies

• ERP (SAP)
• CRM (Salesforce)
• LMS Platforms