Director of Customer Enablement

Job description

LOCATION: Lehi, UT POSITION OVERVIEW: The Director of Customer Enablement leads the teams and systems that carry customers from signed contract through onboarding, training, support, and review operations. Reporting to the Chief Experience Officer, this leader is accountable for building a customer enablement organization that scales cleanly, delivers consistent quality, and creates measurable leverage as the company grows. This is a build-and-scale leadership role. The person in this seat will define ownership across cross-functional workflows, strengthen management capacity, document and improve operating processes, and create the structure, accountability, and performance standards needed for a growing onsite and offshore team to operate effectively. RESPONSIBILITIES : Customer Enablement Leadership & Accountability Lead, mentor, and develop a growing organization across Onboarding, Training, Customer Support, and Review Operations. Lead through both direct reports and emerging people leaders, including coaching newly promoted managers and building internal leadership bench strength. Define the org structure needed for scale, including when to add team leads or managers. Establish clear ownership across workflows that span multiple functions so work does not stall between teams. Own hiring for the function, including role definition, interview design, scorecards, and effective onboarding. Build and run a consistent performance management system with role-specific scorecards, coaching cadence, quality expectations, and accountability. Operational Scale & Process Design Build and maintain the operating system for the function, including SOPs, playbooks, QA programs, escalation paths, and service standards. Treat documentation as a prerequisite for scale by ensuring new and existing roles have clearly defined scope, ramp plans, and success measures. Own capacity planning and workforce modeling across all four functions, using data to justify headcount and identify where automation or self-service should absorb growth. Identify and remove friction across the customer journey, especially at cross-functional handoffs. Improve operational efficiency so the organization scales without proportional headcount growth. Onboarding, Training, Support & Review Operations Own the end-to-end onboarding experience and build repeatable launch processes that shorten time-to-value and improve customer satisfaction. Oversee customer training strategy, content, delivery methods, and measurement so customers can adopt Opiniion’s platform with confidence. Lead customer support operations with clear SLAs, escalation tiers, and quality expectations across all channels and time zones. Own review response and dispute management operations, including quality standards, turnaround expectations, escalation paths, and tooling improvements. Build staffing, forecasting, and quality systems for onsite and offshore support and review operations coverage. Strategy, Measurement & Cross-Functional Partnership Develop and execute the customer enablement strategy in alignment with company growth goals and customer experience priorities. Define KPIs and reporting for onboarding, training, support, and review operations, and maintain a leadership-ready operating dashboard. Partner closely with Sales, Customer Success, Product, Marketing, and Engineering to improve the full customer experience. Serve as a strong advocate for customer needs, translating operational insights into product, process, and service improvements. Help drive AI-enabled service delivery and workflow improvement where it can increase quality, throughput, or team leverage. QUALIFICATIONS: Required 5+ years of leadership experience across customer enablement, onboarding, training, support, customer success operations, or related service operations environments. Demonstrated success building and scaling customer-facing teams through growth, including structuring teams, hiring effectively, and improving manager capability. Experience leading across multiple connected customer-facing functions rather than a single narrow specialty. Strong track record of establishing operational rigor, including SOPs, QA programs, performance scorecards, SLAs, and escalation frameworks. Experience managing distributed, remote, or offshore staff with consistent quality and accountability across time zones. Strong analytical and operational judgment, including capacity planning, prioritization, and using data to support staffing or automation decisions. Excellent leadership, communication, and cross-functional collaboration skills. Bachelor’s degree or equivalent practical experience. Preferred Experience in SaaS, proptech, multifamily, or other service-heavy B2B environments. Experience owning or closely partnering on review response, reputation management, or dispute operations. Experience building scalable training programs, knowledge bases, or customer education systems. Experience managing through first-line leaders and developing future managers. Familiarity with platforms such as HubSpot, ClickUp, Slack, LMS tools, support systems, or related operational technologies. Experience using automation or AI to improve service, support, training, or workflow execution. OPINIION’S CULTURE: At Opiniion, we take our work seriously, but we don’t take ourselves too seriously! We work hard together, and we have a lot of fun doing it. We are a team that believes in real autonomy: you own your area, solve problems, and move fast enough to actually see the change you make. The people here are invested in each other just as much as they’re invested in the work, and that combination is what makes this place different. We believe in collaboration, innovation, and building a team that truly cares—about our clients, their residents, and each other. BENEFITS SNAPSHOT: Comprehensive healthcare plans, encompassing medical, dental, and vision insurance, along with group life coverage. Opiniion covers 40-90% of the premium cost for employees and all dependents. 401(k) retirement plan with a 100% corporate match on the first 1% and 50% match on the next 5%. Pre-tax Health Savings Accounts (HSA). Paid Parental Leave for all new parents (including adoption or foster care). Unlimited Time Off policies. 10 Paid Holidays annually. Monthly Wellness Reimbursement benefit. *Note that the above benefits are available only to full-time employees of Opiniion* Opiniion is an equal opportunity employer that is committed to diversity and inclusion in the workplace. We prohibit discrimination and harassment of any kind based on actual or perceived race, color, creed, religion, national origin, ancestry, citizenship status, age, sex or gender (including pregnancy, childbirth and pregnancy-related conditions), gender identity or expression (including transgender status), sexual orientation, marital status, military service and veteran status, physical or mental disability, genetic information, or any other characteristic protected by applicable federal, state or local laws and ordinances. Opiniion is a resident experience tool that partners with property management to create better living experiences for their residents. Our platform has helped thousands of property managers collect and act on real-time feedback, improve resident experiences, and enhance their online reputation. Opiniion is committed to exceptional service and innovation, earning recognition as one of America’s fastest-growing private companies. Driven by a forward-thinking team, we’re shaping the future of resident engagement. Our continued growth and commitment to innovation make this an exciting time to be part of our team!