Enablement & Service Automation Team Lead

WHAT WE’D LOVE YOU TO DO (AND LOVE DOING) Transform Team Capabilities: Lead, coach, and upskill our cross-functional team of 5-8 Enablement Specialists, Analyst, Product Owner, and AI Specialist to shift our operations from a reactive setup into a structured, automation-first model. Own the Unified Team Roadmap: Define, prioritize, and drive the strategic product and AI roadmap for our enablement landscape, ensuring all initiatives directly maximize customer value. Govern our Knowledge Foundation: Establish knowledge as a reliable, governed single source of truth to ensure consistent service delivery and prepare our systems for scalable self-service and automation. Shape the Customer Journey: Map how customers and partners interact with Customer Operations, ensuring smooth onboarding and support journeys. Enable Predictive Performance: Establish end-to-end transparency across support cases and root causes, shifting our department's steering capabilities. WE’D LOVE TO MEET YOU IF Transformation-Driven Leadership: You bring proven experience leading and coaching multidisciplinary teams, with a proven track record of upskilling individuals and shifting team paradigms. Applied Automation Experience: You have implemented AI-assisted self-service capabilities within operations or product ecosystems. Roadmap Ownership: You bring the practical know-how to translate high-level strategies into structured, actionable team roadmaps and daily execution. SaaS & Tooling Familiarity: You have a solid understanding of modern service environments and how to implement customer self-service solutions. Customer-Centric Mindset: You are passionate about continuously improving customer journeys, defining service standards, and keeping the customer experience at the core guiding principle. Structured Communication: You possess excellent collaboration and stakeholder management skills to align technical goals across departments and present progress clearly to leadership.