Senior Customer Operations Enablement Manager

Role: Senior Customer Operations Enablement Manager responsible for designing and executing global training programs to enhance Customer Service capabilities throughout the Order-to-Cash cycle. Objectives include establishing standardized training frameworks, competency standards, and certification programs aligned with the company's CX transformation roadmap. Responsibilities encompass developing scalable learning solutions covering processes, systems, compliance, and product knowledge; driving operational performance improvements; managing onboarding and continuous training; partnering with regional leaders to harmonize tools and processes; and leveraging digital learning technologies. The role involves embedding continuous improvement, facilitating knowledge management, and aligning training initiatives with business and product launches, while providing insights to leadership. Qualifications: Bachelor's degree preferred; 10+ years in customer service, training, or capability development, ideally in life sciences or regulated industries. Proven experience scaling global training programs, with strong understanding of Order-to-Cash, supply chain, ERP (SAP preferred), CRM (e.g., Salesforce), and LMS platforms. Demonstrated ability to translate strategy into measurable training outcomes, with strong analytical, stakeholder management, and communication skills. High-value specifics include experience within biotech or biopharma sectors, focus on regulated environments, and working with cross-functional teams. The candidate must operate independently with limited oversight, exercising sound judgment and strategic partnership with senior leadership.