Customer Support Enablement Program Manager

OPENTEXT - THE INFORMATION COMPANY

As the Information Company, our mission at OpenText is to create software solutions and deliver services that redefine the future of digital. Be part of a winning team that leads the way in Enterprise Information Management.  

The Opportunity:

This is a new role working as part of OpenText’s dynamic Customer Support (CS) organization. The CS Enablement Program Manager will be a key member of the global team with a focus on programs for the enablement of Customer Support teams globally, supporting activities such as onboarding, education and knowledge sharing. 

Responsibilities:
We are looking for an experienced Training/Enablement Program Manager who will collaborate with various global stakeholders and Subject Matter Experts (SME’s) to identify and assess Customer Support needs and define an enablement strategy to meet those needs, with the target of reducing the time between hire, learning and application of new knowledge.

The candidate will be extremely organized, able to work in a highly energetic, dynamic environment, able to manage and run multiple projects/initiatives and tasks simultaneously and able to complete a range of work from logistical coordination to strategic program design and implementation.

Major duties will include:

• Define, deliver and continually improve the enablement strategy (programs and initiatives) for CS working with senior leadership across the business
• Work with other enablement teams to bring established programs to the CS business
• Identify and assess future and current training/enablement needs of CS by understanding the different roles, jobs and career paths in consultation with line managers
• Expand established programs to new and diverse user groups; conduct virtual presentations and facilitate knowledge sharing sessions
• Monitor and evaluate the enablement program effectiveness through success KPI’s and ROI, and periodically provide reports
• Work with CS managers and leadership to understand employees’ skills, performance and productivity, to identify programs that will support areas of improvement and provide opportunities for ongoing development
• Resolve any specific problems and tailor training/enablement programs as necessary, effectively communicating with team members, SME’s and management
• Maintain a good understanding of training trends, developments, and best practices

What it takes:

• Extensive experience working within team focused roles that involve communication, training, project management and program management, ideally in a technology environment
• Track record in designing and executing successful programs
• Proven excellent program management and leadership skills
• Demonstrated ability to plan, multi-task and manage time effectively
• Ability to work in a virtual matrix organization and perform as an effective contributor
• Excellent written and oral communication skills to all levels of the business
• Passion and drive to learn quickly
• A fast-thinking, high-energy individual, and ability to work with a wide range of personalities will thrive in this role

• Proficiency in MS Excel, Word and Power Point
• Some knowledge of basic HTML, layout, design, video and multimedia fundamentals would be beneficial
• Knowledge of Learning and Development best practices would be beneficial
• An understanding of OpenText solutions or Information Management technology is preferable but not required
• Bachelor’s degree or equivalent

At OpenText we understand and value diversity in our employees and are proud to be an Equal Opportunity Employer.