Regional Associate supporting advisory teams at Manulife Wealth across Ontario. Responsible for communications, advisor support, strategic planning, and relationship management.
About the role
- Senior Manager, Enablement driving effective training and support for Jobber's Customer Success teams. Designing programs and strategies for onboarding, skill development, and performance improvement.
Responsibilities
- Design and deliver onboarding, upskilling, and continuous learning programs tailored to the needs of Customer Onboarding, Product Support, and Sales Expansion teams.
- Coach Enablement team members in curriculum development, facilitation, and instructional design.
- Integrate feedback from Voice of Customer (VoC), QA insights, and CSAT metrics into training evolution.
- Oversee the creation, organization, and maintenance of internal and external knowledge assets (e.g., playbooks, SOPs, Help Center articles).
- Ensure knowledge materials are accurate, accessible, and in line with best industry best practice for technical writing
- Partner closely with Knowledge Base Managers and content specialists to drive strategy and efficiency in self-serve resources.
- Lead QA strategy for onboarding and support interactions, including call reviews, chat/email evaluations, and feedback loops.
- Align QA criteria with enablement outcomes and team performance standards.
- Drive cross-functional calibration sessions to ensure consistency and transparency.
- Define success metrics across each enablement pillar—ramp time, QA score trends, knowledge engagement, CSAT, and more.
- Report regularly on enablement impact to Success and cross-functional leadership
- Use data to iterate on training delivery, content structure, and coaching programs.
- Partner with Product, Product Marketing, Operations, and People teams to ensure readiness for product releases, campaigns, and feature changes.
- Influence and support change management efforts across supported functions.
- Ensure enablement alignment with business goals, team targets, and customer outcomes.
Requirements
- Proven experience in enablement, L&D, or QA within a SaaS or customer-focused organization
- Proven leadership in building enablement strategies that serve diverse functions (e.g., onboarding, support, sales).
- Deep experience with LMS platforms, content tools (e.g., Notion, Confluence), QA frameworks, and product enablement practices.
- A data-driven mindset and strong program management abilities.
- Ability to coach, mentor, and scale high-performing teams.
- Excellent communication and facilitation skills—across live sessions, async formats, and documentation.
- Strong business acumen
- A high level of curiosity, and a passion for continuous improvement
- Extremely strong analytical and problem-solving skills
Benefits
- equity rewards
- annual stipends for health and wellness
- retirement savings matching
- an extended health package with fully paid premiums
- access to a dedicated talent development program including career coaching and opportunities for career development
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