Director, Enablement Excellence — AI-Driven Member Services

United States Digital Space LLC; Boston (MA); On-site; USD 130,000 - 175,000; Full time

Job summary

United States Digital Space LLC is seeking a Director of Enablement Excellence within our Membership Services team. You will craft strategy, build programs, and champion AI-enabled training and quality initiatives to elevate member support and experience.

This role leads Knowledge & Content, Learning & Training, and Quality functions, partners with Product, Engineering, AI, and Operations, and mentors senior leaders to drive a high-performance, mission-driven culture aligned with our

Qualifications

• 10+ years in customer support, knowledge management, learning & development, or quality operations, including 5+ years of people leadership.
• Proven track record of scaling knowledge, training, or quality programs with AI-enabled technologies.
• Experience leading multidisciplinary teams and managing senior-level talent across multiple functions.
• Deep understanding of customer service principles, instructional design, adult learning theory, and QA methodologies.
• Exceptional communication and stakeholder management with ability to influence across levels.

Responsibilities

• Lead and develop strategy and roadmap for Enablement Excellence within Membership Services, including Knowledge & Content, Learning & Training, and Quality leaders.
• Oversee content creation and curation for internal tools and AI servicing solutions to improve KPIs like member sentiment and first contact resolution.
• Design and deliver scalable, AI-enhanced training programs from onboarding to product launches and leadership development.
• Transform the quality program through automated QA and AI-driven coaching tools.
• Own strategy and optimization of MS tools and systems to ensure performance aligns with goals.
• DRI for the company AI support agent, ensuring quality and alignment with standards.
• Collaborate with Product, Engineering, AI, and Operations to integrate knowledge and training with evolving technologies.
• Mentor senior leaders and foster a high-performance culture aligned with our values.

Skills

Customer support

Knowledge management

Learning & development

Quality assurance

People leadership

AI tools

Instructional design

Adult learning theory

Stakeholder management

Communication

Tools

LMS

Knowledge bases

Automated QA platforms

AI coaching systems

Job description

United States Digital Space LLC is seeking a Director of Enablement Excellence within our Membership Services team. You will craft strategy, build programs, and champion AI-enabled training and quality initiatives to elevate member support and experience.

This role leads Knowledge & Content, Learning & Training, and Quality functions, partners with Product, Engineering, AI, and Operations, and mentors senior leaders to drive a high-performance, mission-driven culture aligned with our