Vice President of Customer Enablement

Job Summary

A company is looking for a Vice President of Customer & Agent Enablement.

Key Responsibilities

• Develop and execute a comprehensive contact strategy to improve customer satisfaction and reduce operational costs
• Lead the vision and performance of self-service capabilities, ensuring seamless issue resolution for customers
• Identify and implement solutions for recurring customer and agent defects through analysis and collaboration with cross-functional teams

Required Qualifications

• 12+ years of experience in customer experience, operations, or enablement roles, with 5+ years in executive leadership
• Proven track record of designing and scaling self-service ecosystems
• Strong experience with contact strategy development and support funnel optimization
• Operational excellence in root cause analysis and process design
• Deep understanding of agent enablement tools and systems