Post Sales Enablement Senior Manager

When you join Verizon

You want more out of a career. A place to share your ideas freely even if theyre daring or different. Where the true you can learn grow and thrive. At Verizon we power and empower how people live work and play by connecting them to what brings them joy. We do what we love driving innovation creativity and impact in the world. Our V Team is a community of people who anticipate lead and believe that listening is where learning crisis and in celebration we come together lifting our communities and building trust in how we show up everywhere & always. Want in Join the #VTeamLife.

What youll be doing...

Reporting to the Associate Director of Customer Success Enablement you are a key player in our enablement execution. This is a highly active hands-on Principal Individual Contributor (IC) role.

While leadership guides the overarching strategy you are designing building and delivering the approach that keeps our customer-impacting teams informed and effective. You will support the entire Global Customer Success (GCS) ecosystem including Support Deployment Vendors and CSMs. When a new internal process tool or corporate initiative launches you are the person who owns the enablement rollout end-to-end figuring out exactly how it impacts the frontline designing the change approach and building the learning materials they need to execute flawlessly without disrupting the customer experience.

Core Responsibilities



End-to-End Initiative Ownership: Serve as the single point of accountability for assigned enablement programs. You will own the full lifecycle from initial scoping and managing cross-functional handoffs to designing the targeted change management approach needed to drive adoption.



Process & Initiative Rollouts: Serve as the lead enablement practitioner for major operational shifts. When we roll out a new internal tool change a support workflow or launch a complex CX initiative you design the exact training approach to get the field ready.



Cross-Functional Readiness & Pushback: Partner directly with multiple teams to stay ahead of upcoming changes. You dont just take orders; you actively challenge broken or overly complex processes give input on go/no-go readiness criteria and ensure the business is actually ready before we push training to the frontline.



Hands-On Instructional Design & Delivery: Create clear practical enablement deliverables from quick-reference job aids and process maps to comprehensive learning modules ensuring seamless knowledge transfer and behavioral change.



Performance & Adoption Tracking: Track the real-world impact of your enablement. Measure completion rates comprehension and post-training behavioral shifts to ensure the frontline is actually adopting the new processes.



Continuous Feedback Loop: Keep your ear to the ground. Actively gather feedback from Support agents Deployment specialists SAMs and CSMs to identify broken processes or skill gaps and quickly iterate your enablement materials to solve them.

What were looking for...
You are a pragmatic highly efficient enablement professional who thrives in h igh-velocity execution. You dont get bogged down in theory; you care about what works on the floor. You are comfortable acting as a consultative partner who can confidently advocate for the teams you impact. You have a knack for taking a messy complicated process change and turning it into a simple 3-step guide that makes a frontline workers day easier. You are comfortable rolling up your sleeves managing competing deadlines and owning the end-to-end coordination required to keep customer-impacting teams prepared for whatever comes next.

Youll need to have:

• Bachelors degree or four or more years of work experience.

• Six or more years of relevant work experience in Enablement Learning & Development or Customer Operations roles.

• Proven hands-on experience building instructional materials (e-learning job aids ILT) and facilitating live training for adult learners.

• Deep experience enabling broad customer-impacting teams (e.g. Customer Support Implementation/Deployment and Account Management).

• Exceptional project management skills with the ability to independently drive complex training rollouts and manage cross-functional handoff s in a fast-paced environment.

Even better if you have:

• Experience supporting a diverse Customer Success organization including managing vendor enablement.

• A strong background in Process Excellence or Change Management with a track record of driving operational behavior change.

• Advanced proficiency with LMS platforms instructional design software (e.g. Articulate Captivate) and knowledge base management.

• The ability to quickly understand technical products and internal CRM/Support tools (like Salesforce) to effectively train others on how to use them.

If Verizon and this role sound like a fit for you we encourage you to apply even if you dont meet every even better qualification listed above.

Where youll be working

In this hybrid role youll have a defined work location that includes working from home and a minimum of three days per week in the office which will be set by your manager. Employees are responsible for maintaining compliance with hybrid work policies.

Scheduled Weekly Hours

40

Equal Employment Opportunity

Verizon is an equal opportunity employer. We evaluate qualified applicants without regard to veteran status disability or other legally protected characteristics.

Benefits and Compensation

Our benefits are designed to help you move forward in your career and in areas of your life outside of Verizon. From health and wellness benefit options including: medical dental vision short and long term disability basic life insurance supplemental life insurance AD&D insurance identity theft protection pet insurance and group home & auto insurance. We also offer a matched 401(k) savings plan up to 8 company paid holidays per year and up to 6 personal days per year paid parental leave adoption assistance and tuition assistance plus other incentives weve got you covered with our award-winning total rewards package. Depending on the role employees have the opportunity to receive compensation in the form of premium pay such as overtime shift differential holiday pay allowances etc. Newly hired employees receive up to 15 days of vacation per year which grows with additional service. For part-timers your coverage will vary as you may be eligible for some of these benefits depending on your individual circumstances.

The salary will vary depending on your location and confirmed job-related skills and experience. This is an incentive based position with the potential to earn more. For part-time roles your compensation will be adjusted to reflect your hours.

The annual salary range for the Illinois location(s) listed on this job requisition based on a full-time schedule is: $115000.00 - $200000.00.

Required Experience:

Senior Manager