The opportunity
As an Operations Enablement leader you will help to deliver scalable, compliant, and high-quality servicing experiences across our Operations organization. In this role, you will define and execute strategies that enable our servicing operations to grow efficiently while…
What you'll do
Own Program Performance: Lead complex cross-functional programs and initiatives, ensuring alignment with servicing strategy, OKRs, and long-term business priorities.
Define Program Roadmaps: Develop clear program roadmaps and execution plans, tracking progress against KPIs, timelines, budgets, dependencies, and risks.
Partner for Impact: Collaborate closely with senior leaders and cross-functional partners across Product, Engineering, and Operations to align priorities and deliver measurable business outcomes.
Drive Stakeholder Engagement: Establish strong stakeholder engagement and governance practices, delivering clear, polished, and executive-ready communications on program status, outcomes, risks, and impact.
Manage Risk & Issue Resolution: Proactively identify risks, issues, and dependencies; propose data-backed solutions; and drive resolution in partnership with stakeholders.
Lead Operational Excellence: Apply Lean Six Sigma methodologies to identify root causes, implement scalable improvements, and continuously raise the bar for quality, efficiency, and compliance.
What they're looking for
- Own Change End-to-End: Manage the full lifecycle of process and product changes—from design and implementation through change management, adoption, and measurement—ensuring meaningful impact for customers and the business.
- Build Technical Resources: Collaborate with product and engineering teams to translate technical concepts into clear manuals and resources for both human and AI agents.
- Elevate Knowledge Management: Architect and evolve our knowledge ecosystem (SOPs, job aids, learning platforms, AI-enabled knowledge tools), ensuring resources are accurate, engaging, and accessible at scale.
- Translate Technical Concepts: Apply technical depth to plan, design, and create complex operational, instructional, and procedural content, translating technical concepts into clear resources for both human and AI agents.
