As the first Product Enablement & Operations Manager at Campfire, your mission is to build the definitive blueprint for how we scale. You will be responsible for designing, building, and maintaining the Implementation Playbook and the New Hire Onboarding Experience from the ground up. You will ensure that every new team member and partner is equipped to deploy Campfire's solutions with speed and accuracy. Beyond training, you will serve as a strategic lead focused on continuous process improvement and cross-functional connectivity. Your goal is to identify systemic friction between Product and Implementation and design the scalable solutions-whether through better documentation, improved workflows, or product enhancements-that allow Campfire to scale. Onboarding & Knowledge Architecture • The Onboarding Guide: Own the end-to-end creation of the Implementation Onboarding Guide. This isn't just a document; it's a structured curriculum that takes a new hire from "Day 1" to "First Successful Launch." • Knowledge Management: Act as the "Brain" for the Implementation team, ensuring that as the product changes, our internal training materials, SOPs, and troubleshooting guides are updated in real-time. • Practical Assessment: Join calls & escalations for new joiners (first 3 months) to provide concrete feedback, cement customer-facing standards, and identify gaps to improve initial onboarding plan. • Partner Bootcamps: Translate internal onboarding success into external Partner Bootcamps, ensuring our partners are certified and capable of delivering the Campfire standard. Strategic & Operational Improvements • Implementation-to-Product Loop: Serve as the primary liaison with the Product Team. You will take early-stage product features and translate them into "Implementation Readiness" kits (guides, updated scripts, and configuration steps). • Pain Point Identification: Conduct "Ride-alongs" and interviews with the current team to identify technical or process bottlenecks. You will then collaborate with Product/Support to solve these via product improvements or process redesigns. • Cross-Functional Solutioning: Work with Support to identify "implementation debt" (common issues that occur post-launch) and fix them during the onboarding or implementation phase. Key Responsibilities • Build the "Academy": Create the training modules, videos, and certification paths for new Implementation Managers. • Lead Training: Facilitate live training sessions, workshops, and partner bootcamps. • Measure Readiness: Define what "certified" looks like. Create the rubrics and milestones to ensure new hires are meeting the required technical and strategic bars. • Process Improvement: Identify where the current implementation process is manual or broken and work with Product/Engineering/Operations to automate it. Requirements • The Architect Mindset: You love taking a blank page and turning it into a structured, repeatable process. • Product Fluency: You can dive deep into the Campfire product and explain "the why" behind technical configurations to others. • Empathy for the Customer: You understand the stress of a high-stakes implementation and build materials that solve real-world problems. • Experience: Previous experience in Implementation (ideally implementing Campfire), with a proven track record of creating training content or documentation.