Manila Enablement Program Lead, SaaS Onboarding

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

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.