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.