Enablement Program Manager

Apollo.io; Manila; On-site; PHP 1,200,000 - 2,100,000; Full time

Job summary

Apollo.io in Manila, Philippines is seeking an Enablement Program Manager to design and scale onboarding and ongoing education for the Support organization. You will lead in-person onboarding, develop content, and partner with cross-functional teams to drive measurable improvements in CSAT and productivity.

The ideal candidate brings 6+ years in customer support, enablement, or training, with SaaS experience, strong facilitation skills, and a track record of building data-informed programs.

Qualifications

• 6+ years of experience in customer support, enablement, or training roles, with direct ownership of onboarding and learning programs.
• SaaS industry experience required.
• Proven ability to lead live in-person facilitation and instructional delivery, ideally onboarding support agents or specialists.
• Strategic thinker with a track record of building programs that are data-informed and results-oriented.
• Strong experience using enablement or learning tools (e.g., LMS, Google Suite, Notion, survey tools, feedback dashboards)

Responsibilities

• Lead New Hire Onboarding (Manila, Philippines)
• Own the strategy, execution, and measurement of our 6-week onboarding program for new support hires
• Facilitate in-person onboarding experiences, ensuring sessions are engaging, relevant, and role-specific
• Maintain and continuously iterate onboarding documentation, checklists, and training resources
• Design onboarding certification processes and track ramp milestones to measure readiness and success
• Ongoing Enablement facilitation designed
• Collaborate with the GTM Support Enablement Manager to identify enablement needs based on CSAT, QA, ticket/chat metrics, and product changes
• Co-develop ongoing training initiatives across key areas like tools, workflows, tone/quality, product updates, and customer experience best practices
• Create feedback loops and reporting mechanisms to ensure program effectiveness
• Build Scalable Programs
• Design scalable learning paths for new hires and tenured agents, including live training, async/self-paced content, and certification tracks
• Use enablement tools (e.g., LMS, content hubs, feedback surveys, Maestro) to deliver, track, and refine training at scale
• Work cross-functional with QA, Product, Support Ops, and L&D to align training with business goals
• Measure and Iterate
• Define and manage success metrics for enablement programs (e.g., time to productivity, QA scores, CSAT, and knowledge assessments)
• Analyze qualitative and quantitative feedback to improve program structure, delivery, and outcomes
• Champion a culture of learning and continuous improvement within the support organization

Skills

Facilitation

Program management

Data-informed decisions

Cross-functional collaboration

SaaS industry experience

Tools

LMS

Google Suite

Notion

survey tools

Maestro

Job description

Job Description:

Apollo.io is the leading go-to-market solution for revenue teams, trusted by over 500,000 companies and millions of users globally, from rapidly growing startups to some of the worlds largest enterprises. Founded in 2015, the company is one of the fastest growing companies in SaaS, raising approximately $250 million to date and valued at $1.6 billion. Apollo.io provides sales and marketing teams with easy access to verified contact data for over 210 million B2B contacts and 35 million companies worldwide, along with tools to engage and convert these contacts in one unified platform. By helping revenue professionals find the most accurate contact information and automating the outreach process, Apollo.io turns prospects into customers. Apollo raised a series D in 2023 and is backed by top-tier investors, including Sequoia Capital, Bain Capital Ventures, and more, and counts the former President and COO of Hubspot, JD Sherman, among its board members.

About The Role

We are looking for a Enablement Program Manager to join our team in Manila, Philippines. In this role, you will help drive and evolve our end-to-end enablement program, with a primary focus on new hire onboarding, content development, and ongoing education for our Support organization. You will lead in-person facilitation, partner closely with local operations teams, collaborate with enablement peers, and make data-driven recommendations to improve performance and support key business goals.

This role is ideal for someone who is both a strong facilitator and a thoughtful program builder. You thrive in fast-paced environments, understand the nuances of SaaS support, and know how to translate performance metrics into targeted enablement strategies.

Responsibilities

Lead New Hire Onboarding (Manila, Philippines)

• Own the strategy, execution, and measurement of our 6-week onboarding program for new support hires
• Facilitate in-person onboarding experiences, ensuring sessions are engaging, relevant, and role-specific
• Maintain and continuously iterate onboarding documentation, checklists, and training resources
• Design onboarding certification processes and track ramp milestones to measure readiness and success

Ongoing Enablement facilitation designed

• Collaborate with the GTM Support Enablement Manager to identify enablement needs based on CSAT, QA, ticket/chat metrics, and product changes
• Co-develop ongoing training initiatives across key areas like tools, workflows, tone/quality, product updates, and customer experience best practices
• Create feedback loops and reporting mechanisms to ensure program effectiveness

Build Scalable Programs

• Design scalable learning paths for new hires and tenured agents, including live training, async/self-paced content, and certification tracks
• Use enablement tools (e.g., LMS, content hubs, feedback surveys, Maestro) to deliver, track, and refine training at scale
• Work cross-functional with QA, Product, Support Ops, and L&D to align training with business goals

Measure and Iterate

• Define and manage success metrics for enablement programs (e.g., time to productivity, QA scores, CSAT, and knowledge assessments)
• Analyze qualitative and quantitative feedback to improve program structure, delivery, and outcomes
• Champion a culture of learning and continuous improvement within the support organization

Qualifications

• 6+ years of experience in customer support, enablement, or training roles, with direct ownership of onboarding and learning programs
• SaaS industry experience required
• Proven ability to lead live in-person facilitation and instructional delivery, ideally with experience onboarding support agents or specialists
• Strategic thinker with a track record of building programs that are data-informed and results-oriented
• Strong experience using enablement or learning tools (e.g., LMS, Google Suite, Notion, survey tools, feedback dashboards)
• Excellent cross-functional collaboration and stakeholder management skills
• Bonus: Familiarity with salesforce.com, Apollo.io, Maestro, Intercom systems

We are AI Native

Apollo.io is an AI-native company built on a culture of continuous improvement. We're on the front lines of driving productivity for our customers—and we expect the same mindset from our team. If youre energized by finding smarter, faster ways to get things done using AI and automation, you'll thrive here.

Why You’ll Love Working at Apollo

At Apollo, we're driven by a shared mission: to help our customers unlock their full revenue potential. That's why we take extreme ownership of our work, move with focus and urgency, and learn voraciously to stay ahead.

We invest deeply in your growth, ensuring you have the resources, support, and autonomy toown your role and make a real impact. Collaboration is at our core—we're all for one, meaning you'll have a team across departments ready to help you succeed. We encourage bold ideas and courageous action, giving you the freedom to experiment, take smart risks, and drive big wins.

If you're looking for a place where your work matters, where you can push boundaries, and where your career can thrive - Apollo is the place for you.

Learn morehere!