Operations Enablement Lead

About the role

The Operations Enablement Lead drives scalable, compliant, and high-quality servicing experiences across the operations organization. In this role, the lead defines and executes strategies that enable servicing operations to scale efficiently while maintaining exceptional customer and partner outcomes. The position sets the vision for operational readiness, ensuring that people, processes, and enablement systems evolve in lockstep with the broader servicing strategy. As a member of the Operations Enablement team, the lead oversees a portfolio of cross-functional initiatives aligned with strategic priorities, driving delivery across timelines, dependencies, and measurable business outcomes. Responsibilities include defining servicing strategies through clear program roadmaps and execution plans, as well as directing planning, coordination, documentation, change management, and performance measurement. This role collaborates closely with partners across product, engineering, operations, compliance, and external vendors to align priorities and maintain operational readiness for business and regulatory changes.

Responsibilities

• Lead complex cross-functional programs and initiatives, ensuring alignment with servicing strategy, key objectives, and long-term business priorities.
• Define and execute servicing strategy by developing clear program roadmaps and execution plans while tracking progress against key performance indicators, timelines, and budgets.
• Drive enterprise-wide transformation improvements leveraging Lean Six Sigma, change management, and data-driven methodologies to unlock efficiency, compliance, and customer satisfaction.
• Collaborate with product and engineering teams to translate technical concepts into clear manuals and resources for both human and AI agents.
• Architect and evolve the knowledge ecosystem, including standard operating procedures, job aids, learning platforms, and AI-enabled knowledge tools, ensuring resources are accurate, engaging, and accessible at scale.
• Apply technical depth to plan, design, and create complex operational, instructional, and procedural content.
• Oversee end-to-end design and delivery of training programs, including onboarding, continuous learning, and new product rollouts, ensuring effectiveness through measurement and feedback loops.
• Anticipate and design for operational readiness tied to product launches, program expansions, and regulatory changes.
• Evaluate metrics, dashboards, and qualitative feedback to continuously assess workflows, knowledge adoption, training impact, and localization quality to inform leadership decisions.
• Serve as a trusted advisor to executives, cross-functional partners, and vendor leaders to drive alignment between organizational goals and day