Senior Manager, Service Enablement

Job Description

The Senior Manager of Service Enablement provides leadership for the operational capabilities that support effective service delivery across frontline support teams. Oversees workforce management, training, quality assurance, reporting, and knowledge management functions that enable consistent, scalable, and high-quality support experiences.

This role works closely with other service operations leaders to ensure service teams are properly equipped, trained, and supported to meet service demand and deliver high-quality service experiences.

Primary Responsibilities

• Lead workforce management functions including service demand forecasting, staffing models, scheduling practices, and service capacity planning.
• Oversee training and onboarding programs that prepare frontline teams to deliver consistent and effective service experiences.
• Establish quality assurance programs that evaluate service interactions and promote service excellence across support teams.
• Manage operational reporting and analytics that support service performance monitoring and operational improvement initiatives.
• Lead knowledge management practices that ensure accurate, accessible, and well-maintained documentation for frontline teams.
• Provide leadership and direction for teams responsible for enabling high-quality service delivery across frontline support functions.
• Establish operational standards, performance metrics, and practices that support consistent service delivery across the organization.
• Lead operational planning and resource management to ensure enablement functions effectively support service demand.
• Promote a culture of accountability, collaboration, and continuous improvement across service teams.
• Partner with university stakeholders and service leaders to align enablement capabilities with operational needs.
• Use operational data and performance insights to guide strategic service improvements and operational decision-making.
• Lead initiatives that improve operational efficiency and service effectiveness.
• Foster proactive communication, transparency, and collaboration across teams.