Head of Customer Enablement & Onboarding

Opiniion; Lehi (UT); Presencial; USD 150.000 - 220.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Healthcare plans

401(k) match

HSA

Parental Leave

10 Paid Holidays

Wellness Reimbursement

Descripción de la vacante

Opiniion, a resident experience platform, seeks a Director of Customer Enablement to lead onboarding, training, support, and review operations as the company scales. Reporting to the Chief Experience Officer, this leader builds both onsite and offshore teams, defines processes, and establishes accountability to deliver a consistent, high-quality customer journey.

This role requires strategic thinking, operational rigor, and the ability to partner with Sales, Product, Marketing, and Engineering

Formación

• 5+ years of leadership experience across customer enablement, onboarding, training, support, customer success operations, or related service operations environments.
• Demonstrated success building and scaling customer-facing teams through growth, including structuring teams, hiring effectively, and improving manager capability.
• Experience leading across multiple connected customer-facing functions rather than a single narrow specialty.
• Strong track record of establishing operational rigor, including SOPs, QA programs, performance scorecards, SLAs, and escalation frameworks.
• Experience managing distributed, remote, or offshore staff with consistent quality and accountability across time zones.
• Strong analytical and operational judgment, including capacity planning, prioritization, and using data to support staffing or automation decisions.
• Excellent leadership, communication, and cross-functional collaboration skills.

Responsabilidades

• Lead onboarding, training, customer support, and review operations.
• Define org structure and ownership for scalable workflows across functions.
• Own hiring, role definitions, interview design, and onboarding for the function.
• Build and run performance management with scorecards, coaching cadence, and quality standards.
• Oversee staffing, forecasting, and quality systems for onsite and offshore coverage.
• Develop and execute customer enablement strategy aligned with growth goals.

Conocimientos

Leadership

Customer enablement

Strategic planning

People management

Cross-functional collaboration

Educación

Bachelor’s degree or equivalent practical experience

Herramientas

HubSpot

ClickUp

Slack

LMS tools

Support systems

Descripción del empleo

Opiniion, a resident experience platform, seeks a Director of Customer Enablement to lead onboarding, training, support, and review operations as the company scales. Reporting to the Chief Experience Officer, this leader builds both onsite and offshore teams, defines processes, and establishes accountability to deliver a consistent, high-quality customer journey.

This role requires strategic thinking, operational rigor, and the ability to partner with Sales, Product, Marketing, and Engineering