Senior Director Enablement at Nuance

| Burlington
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The Senior Director of Global Enablement will deliver just-in-time solutions to allow customers and employees to access learning how, when and where they need it, including: integrated/in-product learning and other non-live learning delivery solutions. The role will oversee all aspects of Operational Readiness for the Customer Success Organization (CSO): coordinating closely with the Product Management and Product Development organizations and facilitating knowledge transfer and operational launch readiness across all functional groups.

 

Their vision and leadership will play a pivotal role in our Global CSO teams’ success through the design, oversight, and delivery of impactful programs. They will manage a team focused on delivering programs designed to drive high employee performance aligned to customer success, solution releases, and go-to-market strategy. They will bring innovative perspectives to enablement delivery with a relentless focus on scaling the enablement experience across our customers and employees.

 

While this leader will start working remotely as our offices are closed due to Covid, they will eventually be expected to work out of our Burlington, MA HQ location once we return to working from our facilities later this year.

 

Principal Duties & Responsibilities:

  • Design, develop and implement innovative learning content in all modalities to support enablement of all CSO functions and external customers: including online learning, ILT, product-embedded learning, on-demand virtual labs.

  • Conceptualize, develop and implement technological strategies and digital enablement for customers and employees.

  • Establish a cross-functional point of view of where our enablement capabilities need to be on a rolling 24-month basis, and manage the plan to get us there; Continuous management and refinement of learning content from inception and backlog through content retirement; including taxonomy strategy and analytics-driven content updates.

  • Oversee and coordinate the planning, execution and delivery of operational readiness through the New Product Introduction (NPI) framework: Foster a deep understanding of Nuance’s go-to-market strategy and approach, and translate that into relevant, impactful enablement; Cultivate strong relationships with product leaders, establishing mutual trust and an understanding of shared goals for CSO readiness and customer education on product releases

  • Align with CSO leaders to assess and prioritize enablement needs and translate those into effective programs developed and delivered by the team; build organizational capability that drives sustainable business results.

  • Educate and empower managers to help reinforce learning culture – help move CSO into self service model.

  • Deploy employee development programs: team skills benchmark initiative; skills-based talent development; Healthcare IQ and product knowledge certification.

  • Implement continuous improvement solutions across the Customer Success Organization, focused on delivering a world-class customer experience.

  • Enhance outcomes-based delivery strategy to help identify potential enablement issues and opportunities on a proactive basis, leveraging metrics-driven approach.

  • High quality execution, facilitating increased results and efficiency for employees while delighting our customers.

  • Enhance outcomes-based delivery strategy to help identify potential enablement issues and opportunities on a proactive basis, leveraging metrics-driven approach.

  • Continuously innovate on all aspects of enablement including programs, delivery, adoption, and reporting.

  • Drive growth by inspiring team to overcome challenges, and actively manage resistance to change.

 

Qualifications:

 

Education: Bachelor’s degree required, Masters preferred

 

Years of Work Experience: 10+ years 

 

Required Experience:

  • Ability to adapt quickly to the evolving needs of a high-growth SaaS business

  • Customer-centric mindset with focus on enablement and learning success

  • Heavy background in customer enablement and automation: including technical savviness leveraging learning platforms (LMS, In-Product learning tools)

  • Proven ability to structure content and remote learning at scale globally

  • Aptitude for learning new technologies, methods, and tools of the trade, such as new training methods and practices

  • Outstanding collaboration skills and ability to deliver results working with cross-functional teams: must be able to provide strong examples of how you have successfully managed a wide range of stakeholder interests towards a common goal; Proven track record working cross-functionally to drive the evolution and improvement of existing programs as well as create new offerings

  • Metrics-driven decision-making

  • Experience rationalizing available resources against priorities to maximize impact of programs and staff

  • Established ability to operate effectively and autonomously in situations of ambiguity

  • Expertise in agile and waterfall methodologies

  • Fully accountable and drives culture of accountability, leads w/ influence

  • Excellent Project Management skills

  • Vendor relationship management experience

 

Preferred Experience:

  • Healthcare industry experience

  • Degree in Learning & Development related field

 

 

Nuance offers a compelling and rewarding work environment. We offer market competitive salaries, bonus, equity, benefits, meaningful growth and development opportunities and a casual yet technically challenging work environment. Join our dynamic, entrepreneurial team and become part of our continuing success.  

 

Nuance celebrates diversity and is proud to be an equal employment opportunity and affirmative action workplace. We consider all qualified applicants without regard to race, color, religion, sex (including pregnancy), sexual orientation, gender identity or expression, national origin, military and veteran status, disability, genetics, or any other category protected by law or Nuance policy.  If you need an accommodation because of a disability for any part of the employment process, please call 781-565-5086 and let us know.

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Location

Our headquarters is in Burlington, 30 minutes from downtown Boston, right off 128 and across the street from Wayside Commons (hello, shopping!).

An Insider's view of Nuance

What’s the vibe like in the office?

I enjoy being part of our diverse team. There are more than 20 nationalities represented, and we have quite different educational backgrounds and roles, like speech scientists, engineers and business people. We expanded the Vienna office in the last few years, and we cover all ages and levels of experience.

Gerhard

Senior Director Engineering - Dragon Medical One

What does your typical day look like?

On the Digital team, we work with the world’s most prominent and trusted brands, every day. Those brands depend on us every day to delight their consumers. We’re a true partner in their success; and we do it with the world’s brightest minds, and some really cool technology. Nuance truly empowers its people to change the world we live in.

Ben

Director, Software Development

How does the company support your career growth?

Career mobility ties into career development. You bring these core skill sets into these different roles, but what are the skills you want to expand on and grow? How does that fit into your overall career plan? Nuance is a place where you can try on different hats by sitting on different teams, or even just trying them on in your current role.

Michele

Program Manager, R&D Transformation Initiatives

How do you empower your team to be more creative?

We unlock the creative potential in everyone by creating an environment where people can trust each other and express their views freely. We follow three principles: focus on the customer and empathize to understand their needs, encourage risk taking, and create a platform to share the stories outlining creative ways teams solved problems.

Raghu

Vice President, Engineering

What projects are you most excited about?

I'm most excited about how we will take our expertise gained in the Voice channel to help customers deliver the same frictionless, yet highly secure experiences via Digital Web and Mobile channels.

Danny

Fraud and Biometric Sales Executive

What are Nuance Perks + Benefits

Nuance Benefits Overview

Our success as a company is made possible by our employees. Your passion, curiosity, and tenacity propel us forward and produce more value for our customers and stakeholders. In turn, we're committed to taking care of you with our comprehensive benefits and awards.

There's nothing more important than the wellbeing of your and your family. Our medical, dental, vision and financial health plans provide peace of mind now and in the future. Your family and friends will enjoy spending time with you thanks to our generous paid time off and flexible work benefits. And you will feel empowered to be your best self by utilizing our fitness and wellness offerings.

Culture
Volunteer in local community
The Nuance Cares program offers employees up to 16 volunteer hours of paid volunteer time off each year supporting a qualified non-profit organization of their choice.
Partners with Nonprofits
Friends outside of work
Eat lunch together
Intracompany committees
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Pair programming
Open office floor plan
Diversity
Documented equal pay policy
Dedicated Diversity/Inclusion Staff
Highly diverse management team
Unconscious bias training
Diversity manifesto
Someone's primary function is managing the company’s diversity and inclusion initiatives
Mean gender pay gap below 10%
Diversity Employee Resource Groups
Hiring Practices that Promote Diversity
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Nuance employees can contribute up to the IRS maximum annually to their FSA.
Disability Insurance
Short-term disability insurance covers 100% of annual salary for a 26-week maximum. Nuance also offers long-term disability.
Dental Benefits
Our dental plan covers $2,500 of expenses.
Vision Benefits
The vision benefits plan covers 100% for annual eye exams with $150 for glasses and contact lenses.
Health Insurance Benefits
Life Insurance
Pet Insurance
Wellness Programs
Onsite Gym
Team workouts
Nuance's team fitness initiatives include in-office yoga classes and sponsorship of a race team for the J.P. Morgan Corporate Challenge.
Mental Health Benefits
Retirement & Stock Options Benefits
401(K)
Nuance offers a 401(K) plan through Fidelity Investments.
401(K) Matching
Nuance provides employees with a 401(k) matching plan managed by Fidelity. We match 100% of the first 3% of eligible compensation and contributions up to 50% of the next 2% for a maximum of 4%.
Company Equity
Employee Stock Purchase Plan
Performance Bonus
Match charitable contributions
We match dollar-for-dollar for a maximum of $1,000 annually.
Child Care & Parental Leave Benefits
Child Care Benefits
Generous Parental Leave
We provide up to 12 weeks of parental leave for the primary and secondary caretaker.
Flexible Work Schedule
Remote Work Program
Family Medical Leave
We provide up to 12 weeks of paid leave to care for a family member with a serious medical condition
Adoption Assistance
We reimburse up to $10,000 for eligible adoption expenses and 12 weeks of paid leave.
Return-to-work program post parental leave
Company sponsored family events
Fun and exciting bring your child to work program.
Vacation & Time Off Benefits
Generous PTO
Nuance employees receive between 20 and 25 days per year of paid time off based on years of service. We also provide 11 paid company holidays annually.
Paid Volunteer Time
Paid Holidays
Paid Sick Days
Nuance proudly includes Paid Sick Days as part of our overall Paid Time Off policy.
Perks & Discounts
Casual Dress
Commuter Benefits
We offer pre-tax commuter benefits for all employees.
Game Room
Stocked Kitchen
Nuance offers unlimited free style soda machine, Bevi drinks, cold brew coffee, iced coffee, specialty coffees including Dunkin & Starbucks.
Parking
We offer employees Free on-site parking including car pool spots, expectant mothers and electrical charging stations.
Relocation Assistance
Fitness Subsidies
Nuance reimburses its employees up to $150 annually for many of the most common health and fitness services and activities.
Home Office Stipend for Remote Employees
Professional Development Benefits
Job Training & Conferences
Nuance offers employees professional development opportunities like Annual individual budget for training, Onsite training courses, The ability to attend job related conferences and seminars.
Tuition Reimbursement
Our tuition reimbursement plan offers an annual max of $5250.
Diversity Program
Lunch and learns
Nuance hosts lunch and learn meetings on occasion.
Cross functional training encouraged
Promote from within
Mentorship program
Continuing Education stipend
Time allotted for learning
Online course subscriptions available
Customized development tracks
Paid industry certifications
Nuance funds business relevant certifications.

Additional Perks + Benefits

Nuance supports our Employee Resource Groups (ERGs): Nuance Pride, Women in Nuance (WIN), Multicultural Association for Diversity Empowerment (MADE). These groups sponsor internal and external events and activities to create awareness, provide resources and foster relationships across the globe.
We provide a choice of two medical plans. With our High Deductible Health Plan, Nuance provides a company contribution to the Health Savings Account.
We provide access to thousands of discounts and access to voluntary benefits such as pre-paid legal insurance, identity theft protection and long term care insurance
We also now reimburse up to $10,000 for surrogacy.

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