Services Enablement Lead - Remote

• Ensure Client Services teams have the tools they need to be successful in providing a world-class customer experience.
• Identify the training, development, productivity, and communication needs within the Client Services department.
• Develop and maintain enablement programs for Client Services employees in order to improve individual performance and department results.
• Train and mentor employees through new hire orientation and during additional professional development initiatives.
• Make BoomTown the best in our business.
  
  Responsibilities
  
  • Provide training, development, productivity, and communication resources for the Client Services department to provide an exceptional customer experience.
  • Champion enablement, skill development, and service quality within Client Services and across all of BoomTown by socializing and driving adoption of services enablement programs.
  • Monitor enablement program effectiveness and modify as needed. Collect, analyze and share data to identify enablement opportunities and measure the impact of enablement activities against individual, team, and company performance metrics.
  • Manage the design, delivery, and continuous improvement of the new employee orientation program as well as ongoing learning opportunities within Client Services to ensure employees have an effective experience and are set up for success.
  • Create and deliver onboarding and professional development classes for employees. Maintain curriculum and develop new content to ensure classes meet the standards and expectations of the organization.
  • Collaborate with Subject Matter Experts on products, trends, and industry learnings to develop a curriculum designed to advance the department's skillset.
  • Maintain working knowledge of BoomTown products to facilitate training and ensure content is up to date with product releases.
  • Build strong cross-functional relationships to lead and influence others. Inform, convince, and persuade others to action on key initiatives without direct reports.
  • Plan events for Client Services staff to exchange best practices and enhance internal relationships.
  • Lead Services Enablement efforts to integrate acquired products and services with a focus on scalability.
  • Proactively research and apply applicable trends and developments in the customer service, technology, real estate, and adult education fields to anticipate customer needs and ensure employees exceed our customers' service expectations.
  • Assist in administration of enablement software and coordination of training schedules.
  • Assist with other projects as needed or assigned by management.
    
    Qualifications
    
    • Bachelor's degree in business administration, organizational development, adult education or another related discipline.
    • Minimum of 7 years of corporate enablement or training experience. SaaS and/or industry background preferred.
      
      Additional Knowledge, Skills & Abilities
      
      • Strong communication skills (verbal and written).
      • Strong facilitation and presentation skills and stand-up training experience.
      • Proven expertise in curriculum design and development.
      • Ability to understand technical data and engage content experts and translate concepts into user-friendly language.
      • Knowledge of adult learning theories and innovative communication and training delivery methods.
      • Strategic, innovative, holistic thinker, committed to improving the employee and customer experience.
      • Experience communicating and collaborating effectively with leaders and employees at all levels across subject matters, regions, and cultures.
      • Ability to influence others and build relationships and alignment with senior leaders.
      • Proven track record of coaching, training, and mentoring peers.
      • Excellent critical thinking, decision-making, and problem-solving skills with the ability to scope, analyze and resolve complex projects.
      • Proven experience in implementing effective organizational change management. Organized, self-sufficient, self-motivated, and able to work independently and as part of a team.
      • Strong project management skills with the ability to manage many individual tasks simultaneously.
      • A proven track record of implementing programs that measurably increase staff skill sets and customer outcomes.
      • Demonstrated ability to thrive in a fast-paced, high-growth, dynamic environment.
      • Advanced demonstrated skills in general internet and G-Suite technology.
      • Content management and learning management systems experience preferred.
        
        We're passionate and we work hard to create inspired solutions that make a difference. Boomers like to improvise, innovate and solve problems - together. We are built on a set of values that are at the core of everything we do. We're dedicated to driving connections and improving quality of life for our employees, our clients, and our communities. We even have a team dedicated to driving social good called BoomTownLOVE.
        
        Work/life balance is important at BoomTown and we offer a wide range of benefits including a 401(k) retirement plan, comprehensive healthcare, discretionary PTO, and a quarterly wellness reimbursement towards health and fitness to help keep you energized and inspired. Oh, and did we mention our Corporate HQ is also dog friendly!?
        
        BoomTown offers growth potential and a leadership team that believes in flexibility, freedom, and innovation. If this sounds like the type of culture you're looking for, we'd love to speak with you! Apply today!
        
        BoomTown is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.

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