Role OverviewReporting to the Associate Director of Customer Success Enablement, you are a key player in our enablement execution. This is a highly active, hands-on Principal Individual Contributor (IC) role.
While leadership guides the overarching strategy, you are designing, building, and delivering the approach that keeps our customer-impacting teams informed and effective. You will support the entire Global Customer Success (GCS) ecosystem, including Support, Deployment, Vendors, and CSMs. When a new internal process, tool, or corporate initiative launches, you are the person who owns the enablement rollout end-to-end, figuring out exactly how it impacts the frontline, designing the change approach, and building the learning materials they need to execute flawlessly without disrupting the customer experience.
Core Responsibilities- End-to-End Initiative Ownership: Serve as the single point of accountability for assigned enablement programs. You will own the full lifecycle from initial scoping and managing cross-functional handoffs, to designing the targeted change management approach needed to drive adoption.
- Process & Initiative Rollouts: Serve as a lead enablement practitioner for major operational shifts. When we roll out a new internal tool, change a support workflow, or launch a complex customer impacting initiative, you design the exact enablement approach to get the field ready.
- Cross-Functional Readiness & Pushback: Partner directly with multiple teams to stay ahead of upcoming changes. You don't just take orders; you actively challenge broken or overly complex processes, give input on "go/no-go" readiness criteria, and ensure the business is actually ready before we push training to the frontline.
- Hands-On Instructional Design & Delivery: Create clear, practical enablement deliverables, from quick-reference job aids and process maps to comprehensive learning modules, ensuring seamless knowledge transfer and behavioral change.
- Performance & Adoption Tracking: Track the real-world impact of your enablement. Measure completion rates, comprehension, and post-training behavioral shifts to ensure the frontline is actually adopting the new processes.
- Continuous Feedback Loop: Keep your ear to the ground. Actively gather feedback from Support agents, Deployment specialists, SAMs, and CSMs to identify broken processes or skill gaps, and quickly iterate your enablement materials to solve them.
What we're looking for...You are a pragmatic, highly efficient enablement professional who thrives in
high-velocity execution. You don't get bogged down in theory; you care about what works on the floor. You are comfortable acting as a consultative partner who can confidently advocate for the teams you impact. You have a knack for taking a messy, complicated process change and turning it into a simple 3-step guide that makes a frontline worker's day easier. You are comfortable rolling up your sleeves, managing competing deadlines, and owning the end-to-end coordination required to keep customer-impacting teams prepared for whatever comes next.
You'll need to have:- Bachelor's degree or four or more years of work experience.
- Six or more years of relevant work experience in Enablement, Learning & Development, or Customer Operations roles.
- Proven hands-on experience building instructional materials (e-learning, job aids, ILT) and facilitating live training for adult learners.
- Deep experience enabling broad, customer-impacting teams (e.g., Customer Support, Implementation/Deployment, and Account Management).
- Exceptional project management skills, with the ability to independently drive complex training rollouts and manage cross-functional handoffs in a fast-paced environment.
Even better if you have:- Experience supporting a diverse Customer Success organization, including managing vendor enablement.
- A strong background in Process Excellence or Change Management, with a track record of driving operational behavior change.
- Advanced proficiency with LMS platforms, instructional design software (e.g., Articulate, Captivate), and knowledge base management.
- The ability to quickly understand technical products and internal CRM/Support tools (like Salesforce) to effectively train others on how to use them.
Where you'll be workingIn this hybrid role, you'll have a defined work location that includes working from home and a minimum of three days per week in the office, which will be set by your manager. Employees are responsible for maintaining compliance with hybrid work policies.
Scheduled Weekly Hours40
Benefits and CompensationOur benefits are designed to help you move forward in your career, and in areas of your life outside of Verizon. From health and wellness benefit options including: medical, dental, vision, short and long term disability, basic life insurance, supplemental life insurance, AD&D insurance, identity theft protection, pet insurance and group home & auto insurance. We also offer a matched 401(k) savings plan, up to 8 company paid holidays per year and up to 6 personal days per year, paid parental leave, adoption assistance and tuition assistance, plus other incentives, we've got you covered with our award-winning total rewards package. Depending on the role, employees have the opportunity to receive compensation in the form of premium pay such as overtime, shift differential, holiday pay, allowances, etc. Newly hired employees receive up to 15 days of vacation per year, which grows with additional service. For part-timers, your coverage will vary as you may be eligible for some of these benefits depending on your individual circumstances.
The salary will vary depending on your location and confirmed job-related skills and experience. This is an incentive based position with the potential to earn more. For part-time roles, your compensation will be adjusted to reflect your hours.
The annual salary range for the Illinois location(s) listed on this job requisition based on a full-time schedule is: $115,000.00 - $200,000.00.
