Enablement Manager (Client Operations)

Role Overview

The Enablement Manager (Client Operations) is responsible for onboarding and reboarding team members, developing content, and leading sessions. They integrate regulatory and procedural changes into the Enablement work, define standards for customer communication, and create playbooks and training content. They also drive the introduction of tools and AI forward, recognize patterns in errors and escalations, and translate them into training. They build multipliers by assigning tasks to champions and buddies in the team and support them in successfully taking them over.

What You Will Do

The Enablement Manager (Client Operations) will be responsible for onboarding and reboarding team members, developing content, and leading sessions. They will integrate regulatory and procedural changes into the Enablement work, define standards for customer communication, and create playbooks and training content. They will also drive the introduction of tools and AI forward, recognize patterns in errors and escalations, and translate them into training.

Why It Might Be a Fit

The ideal candidate will have comprehensive experience in operations, customer service, or program administration, ideally in the publicly funded education sector or in another regulated environment. They will have experience in designing and conducting onboarding or training for operational teams, developed process thinking, and safety in handling quality data. They will also have sovereignty in giving honest feedback and achieving results through people they don’t have leadership responsibility for.

Requirements

• Comprehensive experience in operations, customer service, or program administration
• Experience in designing and conducting onboarding or training for operational teams
• Developed process thinking and safety in handling quality data
• Sovereignty in giving honest feedback and achieving results through people you don’t have leadership responsibility for
• Practical curiosity about AI tools
• Secure German language skills and good English skills
• Knowledge of AZAV, SGB III, and the processes of the Agency for Work/Jobcenter – highly desirable

Benefits

• Work culture with a solution-oriented and data-driven work style, an open feedback culture, and a strong team spirit
• Ownership and responsibility from the first day
• Hybrid work model with 3 days a week on site in the office in Berlin
• Workation with the possibility to work from anywhere in the EU, EWR, and Turkey for up to 10 days a year
• Room for exchange with regular team exchange, seasonal celebrations, and a well-stocked kitchen
• Further development with complete online training to develop professional skills and become an expert in data and AI