Customer Experience Enablement Senior Manager
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Job Description
Omada Health is on a mission to bend the curve of chronic disease. Job overview: Omada is hiring a Customer Experience Enablement Senior Manager to strengthen how Customer Success Managers (CSMs) show up in front of customers, customized to their size and service level.
This role is responsible for translating CX goals, field feedback, and business priorities into enablement strategy, high-value resources, and scalable systems that improve effectiveness in client-facing work.
Approximately half of the role should focus on strategic enablement: identifying the highest-leverage opportunities to improve CX effectiveness, shaping priorities and narratives, and ensuring enablement efforts directly support how CSMs manage and grow their books of business.
The other half of the role should focus on scaling core enablement operations through systems thinking, process design, and AI-enabled workflows.
This includes improving and modernizing foundational enablement infrastructure such as knowledge management, team communications, enablement intake, resource discoverability, and self-serve support so that the function scales efficiently without relying on high-touch project management.
About you: You are an experienced enablement leader who uses customer and CSM feedback to identify the highest‑leverage priorities and adjust them as business needs evolve. You have a strong track record of applying AI and automation to reduce manual work, improve scale, and free up time for more strategic enablement.
You thrive in highly collaborative, cross‑functional environments and are effective at influencing stakeholders across teams. You have successfully enabled customer‑facing teams that support multiple complex products, navigate varied rules of engagement, and serve diverse buyer types across the customer lifecycle.
Your impact: Own a clear enablement roadmap tied to CX goals, team effectiveness, and customer-facing outcomes. Translate CSM pain points, voice of customer themes, and b
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