Program Manager, CX Product Enablement

Rippling is a company that provides a unified platform for HR, IT, and Finance solutions. They are seeking an analytical Program Manager to lead Product Enablement across their Customer Experience teams, focusing on training and documentation to ensure customer-facing teams are equipped to deliver high-quality experiences with new products and features.

Responsibilities:

• Serve as the primary enablement driver for new product and feature releases
• Enable customer-facing teams on new products, features, processes, and messaging, and certify team members to ensure proficiency ahead of each launch
• Continuously reinforce and deepen product knowledge across the customer experience organization through structured everboarding programs
• Own the full lifecycle of product enablement — from launch through the development life cycle — and maintain certification programs that ensure ongoing team proficiency as products evolve
• Manages product enablement initiatives across all CX segments by facilitating training and certification, measuring program success, and ensuring teams are equipped to deliver high quality customer experiences at every stage of the product lifecycle
• Collaborate with CX and Revenue Leadership, Enablement, Revenue Operations, and R&D to establish a product enablement strategy that aligns with product roadmaps and partner directly with teams impacted most to create effective training plans
• Develop and deliver training materials and programs that incorporate a variety of interactive teaching methods to help our teams become product experts on new and existing capabilities
• Analyze data to assess certification completion, team proficiency, and product readiness, and read out on the impact of your enablement programs to key stakeholders

Requirements:

• 3+ years of project management and enablement experience collaborating with multiple stakeholders
• Experience in a product enablement, IM, CSM, or technical customer-facing role preferred
• Exceptional communication, presentation, and organizational skills to communicate product updates, objectives, strategies, and training content across different media and stakeholders
• You relish the opportunity to dig into the data and draw insights that help move the business forward
• Pivot tables, VLOOKUP and SFDC dashboards are your friends
• Team player with a strength of driving consensus around how to enable teams on new products and rally resources to achieve important business outcomes
• You know how to build lightweight, scalable processes to manage product launch readiness, gather the data you need, or corral teams in the right direction
• A get-it-done mentality; self-starter with a bias toward action and an ability to thrive in a fast-paced, high-velocity product environment while navigating ambiguity