Director, Customer Enablement & Onboarding

Rippling, Inc.; Lehi (UT); On-site; USD 140,000 - 210,000; Full time

Benefits offered by this job

Healthcare plans

401(k) match

Parental leave

Wellness reimbursement

Paid holidays

Job summary

Opiniion is seeking a Director of Customer Enablement to lead onboarding, training, support, and review operations from a scalable, process-driven perspective. Reporting to the Chief Experience Officer, you will define ownership across cross-functional workflows and build a strong leadership bench for on-site and offshore teams.

You will own hiring, establish QA programs, and drive data-informed decisions to improve the customer journey and service delivery across time zones.

Qualifications

• 5+ years of leadership experience across customer enablement, onboarding, training, support, or related service operations.

Responsibilities

• Lead, mentor, and develop a growing organization across Onboarding, Training, Customer Support, and Review Operations.
• Define the org structure needed for scale and when to add team leads or managers.
• Own hiring for the function, including role definition, interview design, scorecards, and onboarding.
• Build and run a consistent performance management system with role-specific scorecards and accountability.
• Build and maintain the operating system for the function, including SOPs, playbooks, QA programs, escalation paths, and service standards.
• Own capacity planning and workforce modeling across all four functions, using data to justify headcount and automation.
• Oversee customer training strategy, content, delivery methods, and measurement.
• Lead customer support operations with clear SLAs and escalation tiers across time zones.
• Own review response and dispute management operations, including quality standards and tooling improvements.
• Build staffing, forecasting, and quality systems for onsite and offshore support and review operations.

Skills

Leadership

Cross-functional collaboration

Data-driven decisions

Capacity planning

Remote/offshore management

Education

Bachelor’s degree or equivalent

Tools

HubSpot

ClickUp

Slack

LMS tools

Job description

Opiniion is seeking a Director of Customer Enablement to lead onboarding, training, support, and review operations from a scalable, process-driven perspective. Reporting to the Chief Experience Officer, you will define ownership across cross-functional workflows and build a strong leadership bench for on-site and offshore teams.

You will own hiring, establish QA programs, and drive data-informed decisions to improve the customer journey and service delivery across time zones.