Sr. CX Enablement Manager

About Dialpad

Dialpad is the leading Ai-powered customer communications platform creating human-first, Ai-enhanced solutions that will drive the next wave of how businesses communicate with and serve their customers. Enterprise customers like Randstad, Remax, Mizuho, Cigna, T-Mobile, Johns Hopkins, Motorola, Warby Parker, Panera Bread, and Netflix, use Dialpad and its Ai capabilities to deliver amazing customer experiences. Supported by notable investors such as Andreessen Horowitz, Google Ventures, and ICONIQ Capital, Dialpad is a dynamic force in Ai technology with a rapidly expanding presence. Visit dialpad.com to learn more.

About the team

Dialpad’s Customer Experience Enablement Organization aims to delight customers at every touchpoint. We are dedicated to understanding and meeting their evolving needs and exceeding expectations. 

Focused on product adoption, user education, and customer experience, Dialpad’s CX Learning & Enablement Team designs and manages our Customer Support and Professional Services learning programs. By creating clear, concise learning pathways, the team empowers Dialers to deliver exceptional support experiences, drive self-service, and contribute to positive CSAT scores.

In this role, you’ll integrate data analysis, LMS administration, training strategy and program coordination/management, to ensure an impactful learning experience focused on internal product training for Dialpad’s Customer Support New Hire and Ongoing Training programs. 

This team collaborates closely with Instructional designers, product managers, Customer Support, Quality, and CX Operations teams.

About the role

As the CX Enablement Manager, you will be at the forefront of optimizing our Learning Management System (LMS) and shaping the strategic direction of our employee training programs as well as of our Customer self-service program (Dialpad University). You will leverage analytics and data to assess the effectiveness of our learning initiatives, drive continuous improvements, and align training with organizational goals. In this strategic role, you’ll work closely with HR, department leaders, and executives to ensure our training programs are not only efficient, but also impactful, measurable, and aligned with the company's long-term objectives.

This position reports to our CX Learning and Enablement Manager and has the opportunity to be based in one of Dialpad’s Canadian Hubs (Vancouver, BC or Kitchener/Waterloo, ON).

What you'll do

You will play a pivotal role in coordinating, communicating and creating exceptional learning solutions that are crucial to the ongoing success of our CX team. By leveraging your industry and product expertise, you will be responsible for executing the next iteration of our Support team's New Hire Training program and smaller individual training solutions that address identified gaps and align with our organization's goals.

Strategic Oversight & Program Development:

• Lead the development and execution of a company-wide learning strategy, ensuring alignment with key business objectives.
• Collaborate with department heads to design and implement training programs that address specific organizational needs and strategic goals.
• Work closely with leadership teams to identify current and future skill gaps and design programs that meet those needs.
• Coordinate and communicate training solutions using multiple channels for three unique training functions (new hire onboarding, professional services, and everboarding).

Data-Driven Insights & Program Evaluation:

• Use LMS analytics, surveys, and feedback to evaluate the impact of both internal and external training programs, identify areas of improvement, and provide actionable insights to leadership.
• Develop a robust evaluation framework to measure training initiatives' effectiveness in achieving business outcomes, such as improved performance and reduced turnover.
• Leverage data to continuously optimize course content and delivery methods, ensuring that training is engaging, relevant, and aligned with learner needs.

Reporting, Stakeholder Communication & Continuous Improvement:

• Generate regular reports that highlight course completion rates, learner engagement, and overall program effectiveness for both our customer-facing and internal facing portals.
• Provide detailed analysis to demonstrate the value of training initiatives and recommend improvements based on data and trends.
• Communicate regularly with leadership on the status and outcomes of training programs, offering strategic recommendations for ongoing program refinement.
• Champion a culture of continuous learning and improvement, using analytics to fine-tune strategies and ensure that training programs drive measurable business results.

Skills you’ll bring 

• Bachelor’s degree in Human Resources, Business, Education, or a related field.
• 7+ years of experience in managing an LMS and leading training programs with a strong emphasis on strategy, data analytics, and performance measurement.
• Strong knowledge of instructional design principles and best practices for both in-person and online training (3+ years of experience).
• Proficiency in learning management systems (e.g. LearnUpon).
• Proficiency in data analytics tools (e.g., Tableau).
• Experience in utilizing data to drive decision-making, with a track record of using analytics to improve training outcomes and business performance.
• Advanced project management skills with the ability to prioritize multiple initiatives and meet deadlines in a fast-paced environment.
• Exceptional communication skills, with the ability to present data-driven insights to both technical and non-technical stakeholders.
• Strong understanding of training evaluation, performance management, and the impact of learning on business goals.

Who you are

We’re looking for someone who is strategically focused and views training programs as key initiatives that drive measurable business results.

You’re data-driven, using analytics to inform decisions, track performance, and adjust strategies in real time. Always forward-thinking, you stay ahead of trends in learning technologies and continuously seek ways to innovate the employee and customer training experience.

You’re insightful, able to turn raw data into actionable insights that influence executive decision-making, and a collaborative leader who works well with cross-functional teams to ensure training aligns with business goals. With a keen attention to detail, you ensure that training programs are executed flawlessly and aligned with company standards. As a problem-solver, you approach challenges strategically, and as a results-oriented professional, you are motivated by the tangible impact your work has on employee performance, engagement, and retention.

If you’re passionate about combining strategic vision, analytical skills, and a dedication to employee development, this role offers the perfect opportunity to make a significant impact.

Dialpad benefits and perks

Benefits, time-off, and wellness

An apple a day keeps the doctor away—and it doesn’t hurt that we offer flexible time off and great options for medical, dental, and vision plans for all employees. Along with that, employees also receive a monthly stipend to help cover your cell phone bill, home internet bill, and we reimburse for gym membership costs, a variety of wellness events, and more!

Professional development

Dialpad offers reimbursement for expenses related to professional development, up to an annual limit per calendar year. 

Culture
We’ve been named a Top Workplace seven times, and a big part of this is because of our collaborative culture that elevates our teammates, celebrates wins, and brings together passion and talent. 

Compensation
Teamwork makes the dream work, and Dialpad offers competitive salaries because each and every Dialer participates in our success.

Diversity, Equity, and Inclusion (DEI) at Dialpad

At Dialpad, we are passionate about Doing the Right Thing. This means we are committed to building a values-driven culture that celebrates identity, inclusion and belonging. As a global company, it’s our responsibility to come together to create a culture where all Dialers can Work Beautifully, Delight Our Users, and Innovate Continuously to bring our world-class product to life. 

Every Voice Matters at Dialpad. We build community through our Employee Resource Groups, company-wide celebrations, service days, and a robust internal learning & development program focused on the success of our Dialers.

Don’t meet every single requirement? Studies have shown that women and marginalized groups are less likely to apply to jobs unless they meet every single qualification. At Dialpad we are dedicated to building an inclusive and authentic workplace, so if you’re excited about this role but your past experience doesn’t align perfectly with every qualification in the job description, we encourage you to apply anyways. You may be just the right candidate for this or other roles.

Dialpad is an equal-opportunity employer. We are dedicated to creating a community of inclusion and an environment free from discrimination or harassment.