Enablement Lead

**✨ One platform, a whole world of opportunity**:
Right now, the best jobs are limited to people in a handful of the world's wealthiest cities, yet brilliant people are _everywhere_. Driven to overturn the status quo and distribute opportunities equally around the world, Oyster launched its global employment platform to help companies hire, pay, and care for talent anywhere.

When it comes to global employment, we walk the walk. We're proof that companies don't need an office to create a highly-engaged culture. Since the company's inception in January 2020, Oyster has:

- Created a fully-distributed, vibrant team of 500+ employees across 60+ countries
- Established a diverse leadership team and an employee base that's 60% female
- Achieved one of the highest employee engagement scores in its class

**Raised $150 million in Series C funding at a valuation of over $1 billion**

Our momentum speaks to the power of global employment—and we're just getting started If you want to change the world with Oyster _and_ be empowered to work remotely while doing so, we'd love for you to apply

**The Role ‍**:
Location: While this position is posted in a specific location, all of Oyster's positions are fully remote and you can work from home. Forever.

To create the best experience for our new hire (you?) this role does require that you are based within GMT +/-5h.

To support our Customer Experience (CX) organization, we are looking for an Enablement Lead to design, build and optimize enablement programs for each of our roles.

The CX organization is the voice of Oyster to our Customers and Team Members when they need additional help or support using the Oyster platform or with related global employment services. Customer Experience also creates and grows long-term customer relationships to ensure success and value when working with Oyster.

To provide a magical experience to our customers, we want to enable our people to deliver their best every day. We also operate in a world of global employment which never stays still This requires a world-class continual enablement program for all CX roles.

**What you'll do**:

- Build an enablement roadmap around skills and competencies to enable personal and professional growth of all roles in the CX organization e.g. Customer Success, Customer Support, Project Management, Process Improvement.
- Leverage the adoption of Oyster's performance management and competency framework to map successful enablement programs for each of the CX roles
- Enable managers with the tools, skills and processes they need to practice performance management
- Work hand in hand with our GTM Onboarding Manager to ensure continuity with onboarding programs, providing exceptional employee experience and decreasing ramp time
- Ensure the enablement programs include the right balance of Training, Coaching and Mentoring (70:20:10)
- Partner with internal L&D and Subject Matter Experts (SMEs) to develop or acquire best-in-class training and resources, including new product or feature releases that have a specific impact on Customer Experience
- Evaluate the success of enablement programs, and building iterative changes to constantly improve their outcome
- Regularly assess CX capability through partnering with team leads, quality teams, shadowing, customer and business feedback
- Develop and facilitate a Customer Experience leadership program alongside colleagues from our central L&D team
- Work collaboratively with Customer Experience leadership to define your success metrics and team KPI's dashboard

**What we're looking for**:

- 5+ years experience of designing, delivering, and maintaining world-class enablement programs tailored to a variety of roles
- 2+ years of managing L&D resources
- Experience using effective evaluation methods to ensure enablement is successful
- 3+ years customer facing experience (Success or Support)
- A proven track record of engaging a wide range of people via distributed tool-sets e.g. Zoom, Slack, Notion, Loom, etc.
- Experience defining metrics to measure success and reporting on achievement
- Highly collaborative approach with the ability to navigate change with agility and align teams around common objectives
- Ability to analyze, prioritize work, plan and execute, as well as delegate to members of the CS and Enablement teams
- Ability to navigate ambiguous and fast-changing priorities, inherent to a fast-growing organization
- A highly-motivated self-starter with a can-do and problem-solving attitude
- Excellent written and verbal communication skills
- [BONUS] Formal learning design experience
- [BONUS] A working knowledge of the 70:20:10 learning model
- [BONUS] Familiarity with agile team practices, tools, and framework
- [BONUS] Experience working in a globally distributed company
- [BONUS] Ability to speak languages other than English fluently

**You'll also need...**:

- A reliable home internet connection (or be able to get one)
- Fluent English languag