Director, CS Enablement – Learning
Location
Florida
Posted
1 day ago
Salary
0
Seniority
Lead
Job Description
Director, CS Enablement – Learning
ModMed
• Develop and lead the end-to-end Customer Success enablement strategy (new hire onboarding and ongoing learning) (30%): Design standardized onboarding programs across all CS functions. • Build continuous learning frameworks aligned to product, process, and role evolution. • Partner with functional leaders to identify skill gaps and training priorities. • Oversee quality assurance, auditing, and retraining programs (20%): Establish quality standards across CS functions. • Implement audit frameworks to assess performance and adherence to best practices. • Drive targeted retraining initiatives based on audit findings and performance data. • Lead internal communication and meeting coordination for CS organization (15%): Own planning and execution of CS town halls, all-hands, and leadership meetings. • Ensure consistent messaging, agenda alignment, and follow-up actions. • Partner with leadership to align communications with strategic priorities. • Drive change management and enablement for product releases, process changes, and organizational initiatives (10%): Collaborate with Product, Operations, Transformation, and functional leaders to support organizational readiness. • Develop change management strategies, communication plans, and learning approaches to drive adoption. • Ensure readiness plans are in place across all CS functions. • Deliver scalable training, reinforcement, and adoption strategies to support behavior change and operational consistency. • Establish and track enablement effectiveness metrics (10%): Define KPIs (e.g., time to proficiency, quality scores, productivity improvements). • Monitor outcomes and continuously refine programs. • Provide reporting and insights to CS leadership. • Lead and develop a high-performing enablement and quality team (10%): Manage team responsible for training, quality, and internal coordination. • Build scalable processes and career development pathways. • Drive accountability and performance management. • Partner cross-functionally to align enablement with broader business initiatives (5%): Collaborate with CS Operations, Transformation, Product, and HR. • Ensure alignment with organizational priorities and growth strategy.
Job Requirements
- Bachelor's Degree - Business, Education, Organizational Development, or related field.
- 8-12+ years of experience in Learning & Development, Enablement, or Customer Success Operations.
- Experience supporting scaled SaaS or services organizations.
- Proven experience building onboarding and continuous learning programs.
- Experience with quality assurance, auditing, or performance improvement programs.
- Experience leading teams and managing cross-functional initiatives.
- Strong instructional design and enablement strategy expertise.
- Understanding of change management and adult learning principles to support the successful adoption of new processes and workflows.
- Ability to scale programs across diverse teams and geographies.
- Data-driven mindset with experience in defining and tracking KPIs.
- Strong executive communication and facilitation skills.
- Ability to influence without direct authority.
- Program management and organizational leadership preferred.
Benefits
- Comprehensive medical, dental, and vision benefits, including a company Health Savings Account contribution
- 401(k): ModMed provides a matching contribution each payday of 50% of your contribution deferred on up to 6% of your compensation. After one year of employment with ModMed, 100% of any matching contribution you receive is yours to keep.
- Generous Paid Time Off and Paid Parental Leave programs
- Company paid Life and Disability benefits
- Flexible Spending Account, and Employee Assistance Programs
- Company-sponsored Business Resource & Special Interest Groups that provide engaged and supportive communities within ModMed
- Professional development opportunities, including tuition reimbursement programs and unlimited access to LinkedIn Learning
- Global presence and in-person collaboration opportunities; dog-friendly HQ (US)
- Hybrid office-based roles and remote availability for some roles
- Weekly catered breakfast and lunch
- Treadmill workstations, Zen, and wellness rooms within our BRIC headquarters.
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