Senior Manager, Enablement

Summary

Join Jobber as a Senior Manager, Enablement and be a driving force behind the design and execution of enablement programs. You will play a pivotal role in shaping how Customer Success teams onboard, grow, and support customers. This highly autonomous role requires someone who thrives in ambiguity, acts quickly, and brings creative problem-solving skills. You will build programs, collaborate cross-functionally, and use data to improve team performance and customer experience. The role involves designing and delivering onboarding and learning programs, coaching team members, integrating customer feedback, managing knowledge assets, leading QA strategies, and reporting on enablement impact. You will partner with various teams to ensure readiness for product releases and influence change management efforts. Success in this role requires proven experience in enablement, L&D, or QA within a SaaS or customer-focused organization.

Requirements

• Proven years of experience in enablement, L&D, or QA within a SaaS or customer-focused organization; demonstrated knowledge of relevant best practices, methodologies, and technologies
• Proven leadership in building enablement strategies that serve diverse functions (e.g., onboarding, support, sales)
• Deep experience with LMS platforms, content tools (e.g., Notion, Confluence), QA frameworks, and product enablement practices
• A data-driven mindset and strong program management abilities
• Ability to coach, mentor, and scale high-performing teams
• Excellent communication and facilitation skills—across live sessions, async formats, and documentation
• Strong business acumen
• Must have a high level of curiosity, and a passion for continuous improvement
• Extremely strong analytical and problem-solving skills

Responsibilities

• Design and deliver onboarding, upskilling, and continuous learning programs tailored to the needs of Customer Onboarding, Product Support, and Sales Expansion teams
• Coach Enablement team members in curriculum development, facilitation, and instructional design
• Integrate feedback from Voice of Customer (VoC), QA insights, and CSAT metrics into training evolution
• Oversee the creation, organization, and maintenance of internal and external knowledge assets (e.g., playbooks, SOPs, Help Center articles)
• Ensure knowledge materials are accurate, accessible, and in line with best industry best practice for technical writing
• Partner closely with Knowledge Base Managers and content specialists to drive strategy and efficiency in self-serve resources
• Lead QA strategy for onboarding and support interactions, including call reviews, chat/email evaluations, and feedback loops
• Align QA criteria with enablement outcomes and team performance standards
• Drive cross-functional calibration sessions to ensure consistency and transparency
• Define success metrics across each enablement pillar—ramp time, QA score trends, knowledge engagement, CSAT, and more
• Report regularly on enablement impact to Success and cross-functional leadership
• Use data to iterate on training delivery, content structure, and coaching programs
• Partner with Product, Product Marketing, Operations, and People teams to ensure readiness for product releases, campaigns, and feature changes
• Influence and support change management efforts across supported functions
• Ensure enablement alignment with business goals, team targets, and customer outcomes

Benefits

• A total compensation package that includes an extended health benefits package with fully paid premiums for both body and mind, retirement savings plan matching, and stock options
• A dedicated Talent Development team and access to coaching, learning, and leadership programs to help you grow your career, reach your goals, and unlock your full potential
• Support for all your breaks: from vacation to rest and recharge, your birthday off to celebrate, health days to support your physical and mental health, and parental leave top-ups to support your growing family