Senior Customer Operations Enablement Manager
$80,000–$110,000 year
On-siteWaltham, Massachusetts, United States or Breda, North Brabant, The Netherlands
Job Summary
Define and execute the global training strategy for Customer Service, establishing standardized frameworks, competency standards, and certification programs across regions. Design and deliver scalable learning solutions covering Order-to-Cash processes, product knowledge, and compliance using digital, instructor-led, and on-the-job methods. Drive measurable performance improvement by tying training outcomes to SLA adherence, productivity metrics, and order accuracy. Own end-to-end governance of onboarding and refresher programs while partnering with regional leaders to harmonize processes and build a global knowledge management framework. Embed continuous improvement loops through voice of customer feedback and performance analytics, and collaborate with IT teams to leverage learning technologies like LMS and AI-enabled coaching. Serve as a strategic partner to leadership, aligning training priorities with business needs and presenting ROI insights.
Required Qualifications
- Bachelor's degree
- 10+ years of experience in customer service, training, or capability development
- Proven experience designing and scaling global training programs
- Strong understanding of Order-to-Cash processes, customer service operations, and supply chain dynamics
- Experience working with ERP (SAP preferred), CRM (e.g., Salesforce), and LMS platforms
- Demonstrated ability to translate business strategy into actionable, measurable training programs
- Strong analytical skills, with experience linking training outcomes to business KPIs
- Exceptional stakeholder management and communication skills, with experience engaging senior leadership
- Demonstrated ability to operate under limited supervision as a recognized subject matter expert, exercising sound judgment to guide complex, cross-functional assignments to resolution
Desired Qualifications
- Experience within life sciences, biotech, or regulated industries
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