Director, Enablement & Quality Assurance

Summary

Join Jobber as the Director of Enablement & Quality Assurance to build a team that delivers high-quality customer experiences, leveraging Voice of Customer data and insights to drive enablement materials and training.

Responsibilities

• Lead Customer Success Quality Assurance and Enablement programs
• Coach and mentor leaders and individuals across Customer Success
• Create strategies for Enablement, QA, and VOC with the customer’s experience at the center of decisions
• Develop and implement programs that improve quality during customer onboarding and support
• Responsible for monitoring, measuring and reporting CSAT at key interactions on the customer journey
• Create and manage VOC and Service Recovery programs
• Use VOC data to create action plans and feedback loops into Product, Eng, Success
• Evaluate learning platforms and make recommendations for improvement
• Manage and develop all learning content for customer facing teams
• Design and implement regular training and development sessions to upskill individuals and teams
• Track and report the business impact/ROI of enablement and quality activities
• Share best practices to enhance the quality and efficiency of support, and contribute to the knowledge-base
• Engage with key stakeholders and conduct monthly reviews of insights and actions
• Elevate the customer's voice in key business strategic decisions
• Provide a holistic view of the customer by synthesizing information from all customer interactions