Job Description:

We are seeking a Product Enablement & Operational Manager to ensure new and enhanced insurance products are fully prepared for successful market launch, implementation, adoption, and ongoing operations.

This is a hands-on, cross-functional role responsible for translating product capabilities into repeatable operational processes, implementation materials, customer enablement, support readiness, documentation, and go-to-market requirements.

The role will work closely with Product, Engineering, Implementation, Customer Success, Support, Sales, and customers to ensure that products are not only technically complete, but also ready to be deployed, implemented, supported, and adopted at scale.

The ideal candidate has experience with insurance, product operations, implementation, customer enablement, and service delivery.

• Own the operationalisation process for new products, features, releases, and platform enhancements.
• Assess product readiness across implementation, support, documentation, training, customer communication, and operational processes.
• Translate product functionality into practical processes and materials that customer-facing teams can use.
• Develop product readiness checklists, operating procedures, workflows, and launch requirements.
• Identify operational gaps before products reach customers and coordinate resolution with Product and Engineering.
• Establish repeatable processes for moving products from development into production and ongoing service.

• Develop enablement materials for Implementation, Customer Success, Support, Sales, and other customer-facing teams.
• Create product guides, FAQs, workflows, discovery documentation, implementation materials, and support playbooks.
• Coordinate training and knowledge-transfer activities for new products and major releases.
• Ensure internal teams understand product capabilities, use cases, configuration requirements, known limitations, and support processes.
• Maintain accurate and current product documentation throughout the product lifecycle.

• Coordinate operational readiness for product launches, enhancements, upgrades, and major releases.
• Partner with Product and Engineering to understand upcoming functionality and delivery timelines.
• Define launch readiness criteria and track outstanding requirements.
• Coordinate testing, documentation, training, customer communications, and support readiness.
• Support early-adopter and pilot programs and capture feedback for future product improvements.
• Identify and communicate launch risks, dependencies, and readiness gaps.

• Support Implementation teams in preparing new products and features for customer deployment.
• Develop standardized implementation processes, discovery packages, configuration guidance, and deployment checklists.
• Translate product requirements into actionable implementation activities.
• Capture lessons learned from implementations and incorporate them into product and delivery processes.
• Help standardize implementation approaches to improve consistency and reduce deployment effort.

• Ensure Support and Customer Success teams are prepared to support new products and releases.
• Develop support documentation, troubleshooting guides, escalation procedures, and case-prevention materials.
• Review customer issues and support trends to identify opportunities for product or process improvements.
• Coordinate with Product and Engineering on recurring issues and operational gaps.
• Support post-launch stabilization and transition of new capabilities into standard operations.

• Collect and organize feedback from customers, implementation teams, support teams, and other stakeholders.
• Identify recurring customer needs, operational challenges, and adoption barriers.
• Translate feedback into actionable product, documentation, training, or process improvements.
• Support customer discovery and early-adopter programs.
• Help ensure product capabilities are aligned with real-world customer workflows and business needs.

• Document and improve processes across product launch, implementation, enablement, and support.
• Identify opportunities to reduce manual effort, eliminate duplicate activities, and improve time-to-value.
• Establish templates, workflows, playbooks, and best practices that can be reused across products and customers.
• Track operational metrics and use data to identify areas for improvement.
• Continuously refine the product operationalization model based on customer and internal feedback.

• Apply knowledge of insurance and employee benefits technology to product enablement and operationalization activities.
• Support products serving insurance carriers, employers, benefits organizations, and enterprise customers.
• Understand business processes such as quote-to-bill, enrollment, benefits administration, billing, and customer engagement.
• Ensure product documentation and enablement materials reflect insurance-specific workflows and terminology

• 7+ years of experience in product operations, product management, product consulting, customer success, service delivery, business analysis, or related roles.
• Experience working with enterprise SaaS products.
• Experience taking products or major product enhancements from development through launch and customer adoption.
• Strong experience creating operational processes, documentation, enablement materials, and implementation methodologies.
• Experience working cross-functionally with Product, Engineering, Implementation, Support, Customer Success, and/or Sales.
• Strong understanding of insurance, employee benefits, or insurance technology.
• Excellent organizational, communication, documentation, and problem-solving skills.
• Ability to manage multiple launches, releases, and operational initiatives simultaneously.
• Ability to work independently and drive deliverables to completion without direct authority.

• Experience with insurance carriers, benefits administration, or insurance platforms.
• Experience with enterprise product launches and commercialization.
• Experience developing early-adopter or pilot programs.
• Experience with product re-architecture or major platform transformation initiatives.
• Experience creating SOWs, discovery packages, implementation methodologies, or configuration standards.
• Experience supporting API integrations or technology partner implementations.
• Familiarity with ServiceNow or other enterprise workflow/SaaS platforms.