Associate Director, Customer Enablement

When you join Verizon

You want more out of a career. A place to share your ideas freely — even if they’re daring or different. Where the true you can learn, grow, and thrive. At Verizon, we power and empower how people live, work and play by connecting them to what brings them joy. We do what we love — driving innovation, creativity, and impact in the world. Our V Team is a community of people who anticipate, lead, and believe that listening is where learning begins. In crisis and in celebration, we come together — lifting our communities and building trust in how we show up, everywhere & always. Want in? Join the #VTeamLife.

Verizon Connect is hiring an Associate Director, Customer Enablement. As Associate Director, Customer Enablement, you will own how every one of our customers learns our products, inside the product and outside it. You will lead a team with strategists instructional designers, and enablement delivery experts. Together you will build one connected enablement experience that reaches fleet managers, dispatchers, drivers and executives, from small businesses to Enterprise and public sector fleets, and from first login through renewal. Your success will be measured by what customers do: faster time to value, deeper product adoption, fewer support contacts and stronger retention.

We move fast, and every leader here is both an expert and a builder. You will set the strategy and still build, write, record or deliver yourself when the work calls for it.

You'll be:

• Setting the customer enablement strategy and roadmap, and choosing the right mix of in-product guidance, self-serve learning, on-demand video, live virtual and instructor-led training for each segment and role.
• Putting learning where the work happens by partnering with Product and UX to embed contextual, mobile-ready guidance in the product, triggered by customer behavior and governed so it helps rather than distracts.
• Running content like a product: Delivering a useful version in days, launching enablement with every release, using AI to speed production with human review, and retiring what is stale.
• Proving impact by connecting learning data to product usage, account health and support data, testing what works, and reporting to executives on adoption, retention and cost to serve.
• Leading, coaching and raising the bar for your team, managing tools, vendors and budget, and working as one with Customer Success, Support, Product, Marketing and internal enablement so employees and customers learn the same thing.

What we're looking for...

You start from what the customer is trying to get done, not from a course catalog. You ship this week and improve next week. You would rather remove a step from the product than write a tutorial explaining it, and you judge your work by what customers do differently, not by what you published.

You'll need to have:

• Bachelor's degree or four or more years of work experience.
• Ten or more years of relevant work experience in customer education, customer enablement or digital adoption for a B2B software or technology product.
• Five or more years of experience leading teams, including managers and senior individual contributors.
• Experience building customer enablement both inside a product and outside it, across self-serve, live and instructor-led formats.
• Experience improving a business metric through enablement, such as adoption, time to value, support volume or retention, and measuring the result.
• Hands-on experience with a learning platform, an in-product guidance tool, and current authoring and video tools.
• Experience using AI to produce and deliver customer-facing content, with quality controls in place.
• Experience working with product usage, CRM or customer success data to make decisions.
• Experience influencing a product roadmap and partnering with Product, Customer Success and Support leaders.
• Willingness to travel.

Even better if you have one or more of the following:

• Experience with fleet, telematics, field service, logistics or another product that combines software with hardware in the field.
• Experience enabling frontline or mobile-first users who are not at a desk.
• Experience designing different enablement models for small business and Enterprise customers.
• A background in product management, UX or growth alongside learning.
• Experience building a customer certification, champion program or customer community.
• Experience with localization and delivery across regions and languages.
• Experience with paid training or enablement services.

Even better if you have one or more of the following:

If Verizon and this role sound like a fit for you, we encourage you to apply even if you don’t meet every “even better” qualification listed above.

In this hybrid role, you'll have a defined work location that includes working from home and a minimum of three days per week in the office, which will be set by your manager. Employees are responsible for maintaining compliance with hybrid work policies.

Scheduled Weekly Hours

40

Equal Employment Opportunity 

Verizon is an equal opportunity employer. We evaluate qualified applicants without regard to veteran status, disability or other legally protected characteristics.

Benefits and Compensation

Our benefits are designed to help you move forward in your career, and in areas of your life outside of Verizon. From health and wellness benefit options including: medical, dental, vision, short and long term disability, basic life insurance, supplemental life insurance, AD&D insurance, identity theft protection, pet insurance and group home & auto insurance. We also offer a matched 401(k) savings plan, up to 8 company paid holidays per year and up to 6 personal days per year, paid parental leave, adoption assistance and tuition assistance, plus other incentives, we’ve got you covered with our award-winning total rewards package. Depending on the role, employees have the opportunity to receive compensation in the form of premium pay such as overtime, shift differential, holiday pay, allowances, etc. Newly hired employees receive up to 15 days of vacation per year, which grows with additional service. For part-timers, your coverage will vary as you may be eligible for some of these benefits depending on your individual circumstances.

The salary will vary depending on your location and confirmed job-related skills and experience. This is an incentive based position with the potential to earn more. For part-time roles, your compensation will be adjusted to reflect your hours.

The annual salary range for the Illinois location(s) listed on this job requisition based on a full-time schedule is: $125,500.00 - $219,000.00.