Customer Enablement Delivery Manager

Verizon; Town of Florida (NY); Hybrid; USD 99,000 - 165,000; Full time

Job summary

Verizon is seeking a Customer Enablement Delivery Manager to design scalable digital learning programs for enterprise, SMB, and government customers. You will reduce live support needs by moving enablement online and collaborating with product and customer success teams.

The role blends strategy, content creation, and data-driven optimization, with hybrid work and a focus on implementing automated training inside the product and onboarding journey.

Qualifications

• You’ll need a Bachelor’s degree or four or more years of work experience.
• Four or more years of relevant experience demonstrated through work, military, or training.
• Scaled Education Experience: background in building digital customer academies and on-demand content.
• Business & Revenue Focus: understands impact on support costs, adoption and retention.
• Digital Adoption Tools: experience building in-app guides, pop-ups, and walkthroughs with DAPs.
• Data-Driven Problem Solving: analyze usage data and tickets to form enablement recommendations.
• Cross-Functional Collaboration: work with Product, Support, and Customer Success to blend learning.

Responsibilities

• Design scalable digital learning programs for Enterprise, SMB, and Government customers.
• Partner with Enablement Supervisor and live training to align digital content with human-led education.
• Build automated education into customers’ first 60 days with product teams.
• Create specialized digital tracks to enable customers to set up and use software independently.
• Integrate helpful guides inside the software with product and CX teams.
• Track ROI and measure how digital programs reduce tickets and increase platform use.
• Shape digital enablement strategy during updates or complex rollouts with Product.

Skills

Digital education strategy

Onboarding & adoption

In-app learning

Measuring ROI

Strategic impact

Bachelor’s degree

4+ years experience

Scaled education experience

Digital adoption tools

Data-driven problem solving

Cross-functional collaboration

Education

Bachelor’s degree

4+ years of work experience

Tools

Pendo

WalkMe

Job description

When you join Verizon

You want more out of a career. A place to share your ideas freely — even if they’re daring or different. Where the true you can learn, grow, and thrive. At Verizon, we power and empower how people live, work and play by connecting them to what brings them joy. We do what we love — driving innovation, creativity, and impact in the world. Our V Team is a community of people who anticipate, lead, and believe that listening is where learning begins. In crisis and in celebration, we come together — lifting our communities and building trust in how we show up, everywhere & always. Want in? Join the #VTeamLife.

As a Customer Enablement Delivery Manager, you will design and build the digital, automated learning programs that educate our customer base at scale. As Verizon Connect continues to grow, we need to free up our live enablement teams from basic “how-to” questions so they can focus on high-value consulting and delivery with customers.

In this role, you will act as a principal architect for our “tech-touch” and asynchronous learning pathways. Your mission is to move us away from reactive help-center articles and build engaging, digital learning ecosystems. By teaching customers how to successfully use our products through scaled, digital channels, you will help them see value faster, reduce their need to call support, and partner seamlessly with our live Customer Enablement teams to create a unified learning journey.

Core Responsibilities

Digital Education Strategy (35%)

• Design and build scalable digital learning programs like online academies, automated onboarding paths, and on-demand webinar series, tailored to our Enterprise, SMB, and Government customers.

• Partner with the Customer Enablement Supervisor and live training teams to ensure our digital content perfectly complements our human-led customer education efforts.

Onboarding & Product Adoption (25%)

• Partner with Product teams to build automated education directly into the customer’s first 60 days.

• Create specialized digital training tracks that ensure customers can successfully set up and leverage our software on their own, setting them up for long-term success.

In-App Learning & Digital Integration (25%)

• Work closely with the Digital CX and Product teams to bring the right helpful guides and tutorials directly inside our software.

• Build a seamless digital customer experience where customers get the exact training they need, right when they get stuck in the platform.

Measuring Success & ROI (15%)

• Track how well our automated and digital training programs are actually working.

• Look at the data to prove that customers who engage with our digital learning pathways open fewer support tickets and use the platform more often.

Strategic Impact & Authority

In this role, you will help shape our digital and in-app enablement strategy. If we are rolling out a software update or a highly complex compliance feature, you act as the digital readiness guide to ensure we deploy automated training to our customers in the right way. You will partner with the Product team to ensure the digital customer enablement approach prevents spikes in support calls and customer frustration for new rollouts.

You’ll need to have:

• Bachelor’s degree or four or more years of work experience.

• Four or more years of relevant experience required, demonstrated through one or a combination of work and/or military experience, or specialized training.

• Scaled Education Experience: A strong background in building digital customer academies, automated learning journeys, and on-demand content.

• Business & Revenue Focus: A clear understanding of how scaled customer education directly reduces support costs, drives product adoption, and improves customer retention.

• Digital Adoption Tools: Experience building in-app guides, pop-ups, and walkthroughs using digital adoption platforms (e.g., Pendo, WalkMe, or similar software).

• Data-Driven Problem Solving: The ability to look at product usage data and support tickets to figure out exactly where customers are getting stuck, and then give enablement recommendations and build an automated training solution to fix it.

• Cross-Functional Collaboration: Proven ability to work closely with Product, Support, and Customer Success teams to drive a blended learning experience.

Even better if you have one or more of the following:

• Experience working in a Product-Led Growth (PLG) or Tech-Touch Customer Success environment.

• Deep knowledge of Customer Learning Management Systems (LMS) like Skilljar, Docebo, or Absorb.

• Background in instructional design specifically for B2B SaaS or complex hardware/IoT products.

• Experience utilizing customer health scoring and telemetry data to trigger automated learning emails or in-app messaging.

Where you’ll be working

In this hybrid role, you’ll have a defined work location that includes working from home and a minimum of three days per week in the office, which will be set by your manager. Employees are responsible for maintaining compliance with hybrid work policies.

Scheduled Weekly Hours

40

Equal Employment Opportunity

Verizon is an equal opportunity employer. We evaluate qualified applicants without regard to veteran status, disability or other legally protected characteristics.

Benefits and Compensation

Our benefits are designed to help you move forward in your career, and in areas of your life outside of Verizon. From health and wellness benefit options including: medical, dental, vision, short and long term disability, basic life insurance, supplemental life insurance, AD&D insurance, identity theft protection, pet insurance and group home & auto insurance. We also offer a matched 401(k) savings plan, up to 8 company paid holidays per year and up to 6 personal days per year, paid parental leave, adoption assistance and tuition assistance, plus other incentives, we’ve got you covered with our award-winning total rewards package. Depending on the role, employees have the opportunity to receive compensation in the form of premium pay such as overtime, shift differential, holiday pay, allowances, etc. Newly hired employees receive up to 15 days of vacation per year, which grows with additional service. For part-timers, your coverage will vary as you may be eligible for some of these benefits depending on your individual circumstances.

The salary will vary depending on your location and confirmed job-related skills and experience. This is an incentive based position with the potential to earn more. For part-time roles, your compensation will be adjusted to reflect your hours.

The annual salary range for the Illinois location(s) listed on this job requisition based on a full-time schedule is: $94,500.00 - $165,000.00.