Customer Enablement Program Manager

This is a fully remote position, open to applicants in Arizona, +8 more states.

📋 Description

• Oversee the development, launch, and continuous management of ProCX Academy.

• Create and execute the operational model, governance framework, processes, and performance metrics.

• Formulate launch strategies, project schedules, milestones, resource needs, risk management plans, and implementation roadmaps.

• Lead pilot programs and expand successful initiatives throughout the organization.

• Set up procedures for transitioning pilot programs into sustainable operational practices.

• Collaborate with Sales, Installation, Product Management, Marketing, Customer Experience, IT, Finance, HR, and Legal departments.

• Handle multiple workstreams and prioritize competing tasks effectively.

• Facilitate decision-making, address roadblocks, and sustain momentum across complex projects.

• Design and apply standard operating procedures, governance processes, and reporting frameworks.

• Take charge of program planning, resource coordination, issue resolution, and ongoing improvement.

• Create launch readiness plans, success benchmarks, service standards, and operational guidelines.

• Develop KPI frameworks, success indicators, and executive reporting procedures.

• Assess program effectiveness and provide data-driven recommendations.

• Convert insights into actionable plans to enhance customer engagement, learning results, operational efficiency, and business outcomes.

• Present performance updates, recommendations, and roadmap priorities to leadership.

• Guide and develop Academy team members and delivery partners.

• Influence both internal and external stakeholders and foster alignment across various functions.

⛳️ Requirements

• Progressive background in program management, business operations, sales enablement, learning operations, customer education, or a related sector.

• Proven success in leading intricate cross-functional initiatives from strategy formulation through implementation.

• Demonstrated experience in building new programs, operational models, processes, or capabilities from scratch.

• Strong project and program management abilities, including roadmap creation, milestone planning, dependency management, and risk mitigation.

• Outstanding organizational skills, capable of managing multiple priorities, timelines, and stakeholders.

• Experience in managing budgets, vendors, executive communications, performance metrics, and change initiatives.

• Strong business acumen coupled with operational leadership skills.

• Excellent written, verbal, facilitation, and presentation capabilities.

• Bachelor’s degree or an equivalent combination of education and experience.

• Willingness to travel regularly to support launches, events, and customer-facing initiatives.

• Preferred: Experience in launching or managing a customer academy, certification program, customer education platform, learning organization, or field training function.

• Preferred: Background in building products, construction, home improvement, manufacturing, distribution, dealer networks, franchise systems, or contractor-centric business models.

• Preferred: Experience in leading teams and driving organizational transformation.

• Preferred: Familiarity with learning management systems (LMS), CRM platforms, learning analytics, and performance reporting tools.

• Preferred: Formal experience in change management, program management, or business transformation.

🏝️ Benefits

• Remote work environment.

• Individualized talent development plans.

• Cross-functional experiences.

• Opportunities for career advancement through personal and professional growth.

• Meaningful collaboration and travel opportunities.