At a glance
- Experience
- 10+ years experience
- Location
- Remote · Boston
About the role
- The Senior Director of Enablement is a senior leader responsible for driving product activation, adoption, and self-service for Toast's customers.
- This leader owns the vision, operating model, and execution of Enablement across Learning Design, Knowledge Content Management, Customer Training and Certification, and Internal Enablement.
- A major focus of this role is leading Enablement's transformation for the AI era and co-owning Toast's AI self-service strategy.
Responsibilities
- Own the Enablement vision, strategy and operating model across Learning Design, Knowledge Content Management, Customer Training and Certification, and Internal Enablement functions.
- Report Enablement's impact to Toast senior leadership using metrics tied to quantified business outcomes.
- Lead Enablement's transformation for the AI era by redefining how each function produces, delivers and measures its work.
- Run and refine a transparent, data-driven intake and prioritization process for enablement requests.
- Co-own Toast's AI self-service strategy with Product and Customer Care.
- Drive product activation and adoption by optimizing how customers discover, learn and apply new knowledge.
- Enable Toast to maintain a high rate of innovation by leading the enablement workstream for product launches and enterprise-wide education initiatives.
- Enable customer self-service by owning the strategy and quality of Toast's knowledge content and self-help experiences.
- Shorten time to proficiency for new Care agents and Customer Success Managers by building foundational knowledge, skills, tools, and process proficiency.
- Advance role mastery for tenured Toasters through continuous enablement across role skills, product knowledge, and process and tool adoption.
Requirements
- 10+ years in education or enablement, with at least 5 years leading leaders across multiple functions.
- Extensive experience with learning strategy, instructional design and training delivery across modalities (e-learning, instructor-led, video, in-product).
- Experience leading a knowledge management or content operation at scale, including for AI-powered self-service.
- Understanding of how frontline Support agents and Customer Success Managers operate day to day, and how customers learn and adopt software.
- Hands-on experience using generative AI tools in enablement or support work, with a clear view of where they perform well and where they do not.
- Track record of leading a team through a significant change in its operating model.
- Comfortable working with data: defining metrics, interpreting results, and connecting enablement inputs to customer and business outcomes.
- Able to establish credibility and trust with executives, cross-functional partners, and frontline managers and employees.
- Excellent written and verbal communication.
Workplace
- Remote; Boston
- Embraces a hybrid work model that fosters in-person collaboration while valuing individual needs.
Skills
- Generative AI
- Instructional Design
- Knowledge Management
