Enablement Manager – CXG; Customer Experience

Remo First is transforming the way businesses hire and manage global teams. Our mission is to enable Freedom of Work by providing an all-in-one global HR platform that simplifies hiring, compliance, payroll, and benefits management. We partner with some of the world’s most innovative companies, including Fortune 500 businesses and leading startups.

We are a small but strong team of 190+ people (and growing) hyper-focused on delivering a world‑class platform and unparalleled service with our industry‑leading partnerships. To help accelerate our growth and pace of delivery, we are looking for a talented Enablement Manager.

The Enablement Manager is responsible for equipping the Customer Experience & Growth organization with the knowledge, tools, and capabilities needed to operate at scale and deliver consistent, high‑quality outcomes.

This role supports teams across Support, Hiring, Offboarding, Customer Success (CSM), Vendor Management, and Program Management, with a strong focus on:

• Product enablement
• New processes and systems adoption
• AI‑enabled support solutions
• Ongoing role‑specific upskilling

This is not a traditional “training” role. We are looking for someone who understands how change actually lands, and who can translate product and operational complexity into clear, actionable guidance that teams adopt and use.

• CXG Enablement Strategy design and management
• Design and execute enablement programs aligned with CXG priorities and business goals
• Partner with CXG leadership to identify capability gaps and enablement needs across teams
• Ensure enablement supports both day‑to‑day execution and strategic change initiatives
• Act as the connective tissue between strategy, product changes, and frontline execution
• Support CXG initiatives that require coordinated rollout and behavior change

• Product, Systems and Process Enablement
• Enable teams on new or updated:
• Processes and workflows
• Product features and enhancements
• Policies, compliance requirements, and guardrails
• System changes and tooling updates
• AI‑powered support and automation solutions
• Ensure clarity around ownership, escalation paths, and expected behaviors
• Translate changes into:
• What teams need to know
• What they need to do differently
• How success will be measured
• Support smooth rollouts with minimal disruption to operations, ensuring clarity around ownership, escalation paths, and expected behaviors

• Content, Knowledge & Playbooks creation and maintenance
• Create, maintain, and improve:
• CXG playbooks and SOPs
• Training materials and role‑based guides
• Knowledge base and internal documentation
• Partner with SMEs to convert tribal knowledge into scalable assets
• Ensure content is clear, current, and easy to find
• Partner with CXG Management, to identify growth opportunities and improve the customer journey.

• Adoption, Reinforcement & Measurement of Enablement
• Drive enablement beyond initial rollout through:
• Reinforcement plans
• Office hours and refreshers
• Micro learnings
• Track enablement effectiveness using metrics such as:
• Adoption and usage
• Time‑to‑proficiency
• Error reduction and escalation trends
• Continuously iterate based on feedback and outcomes

• Metrics & Accountability
• Be accountable for CXG teams adoption of new tools, processes, and AI solutions
• Faster ramp for new hires and smoother transitions during change
• Fewer escalations driven by knowledge or process gaps
• Clear, consistent execution across Support, Hiring, Offboarding, CSM, and Vendor teams
• Teams feel informed, supported, and empowered to operate with agency

• Required
• Experience in enablement, operations, CX, or a related role
• Strong ability to simplify complex product and process changes in fast‑paced, scaling environments
• Excellent written and verbal communication skills
• Strong organizational skills and attention to detail
• Proven ability to collaborate effectively in a remote‑first, globally distributed environment
• Proactive by nature: you anticipate challenges, take the initiative, and consistently seek improvements.

• Nice to Have
• 2+ years of experience in Account Management, Customer Success or Customer Support roles, ideally within an HR Tech SaaS environment. Experience…