CX Enablement Manager

Job description

Hello! At Factorial we're looking for a Training Manager to lead our CX Enablement team. We believe in developing our people, strengthening our company culture, and enabling our teams with the right skills and knowledge to make a real impact for organizations around the world. As the Training Manager for CX Enablement, you will lead a team of 4-8 training specialists and instructional designers. Reporting directly to the Head of Knowledge Management, Training, and Quality, you will be the strategic owner of all learning initiatives across the Customer Experience organization (Account Management, Account Executives, Customer Support, Onboarding, and Technical Services). Your goal is to go beyond delivering training—you will drive measurable business impact, reduce Time-to-Proficiency (TTP), and prove the ROI of enablement. Your Responsibilities: Team Leadership & Development: Lead, mentor, and grow a team of Enablement Specialists. Oversee their daily operations, manage capacity, define their career paths using our Enablement Skills Matrix, and conduct ongoing performance reviews. Strategic Masterplan Execution: Own and drive the CX Enablement OKRs and Masterplan. Ensure strategic i...