Support Enablement Manager

Bellevue, Washington; Chicago, Illinois; Toronto, Ontario, CanadaOn-site 5d ago

Secure Every Identity, from AI to Human

Identity is the key to unlocking the potential of AI. Okta secures AI by building the trusted, neutral infrastructure that enables organizations to safely embrace this new era. This work requires a relentless drive to solve complex challenges with real-world stakes. We are looking for builders and owners who operate with speed and urgency and execute with excellence.

This is an opportunity to do career-defining work. We're all in on this mission. If you are too, let's talk.

Position Description:

We are looking for a self-motivated Support Enablement Manager to join Okta’s Customer First Enablement team. In this role, you will become the enablement advocate for our Support organization. The Enablement Manager will interact and collaborate across cross-functional teams including other enablement managers, product teams, and content development. This role will participate in other day-to-day Customer First Enablement activities including prioritization of enablement programs and solutioning field requests from our Support internal customer. As an Enablement Manager you will be responsible for identifying, creating and delivering enablement and training programs and optimization to our Support organization from onboarding and cross-skilling to everboarding.

Responsibilities:

Successfully identify and communicate Support organizational perspective and technical and role readiness.
Understand the day-to-day of a Support Engineer to suggest and execute new and innovative ideas/programs to your leadership team and primary stakeholder - Support leadership.
Communicate effectively and often to ensure all stakeholders are aligned and view the Support enablement program as a force multiplier.
Equip Okta customer support teams with the necessary product knowledge, skills, and processes to effectively troubleshoot and resolve customer issues.
Take a data-driven and analytical approach to deciding on future initiatives, as well as performance management to quantify the impact of existing programs.
Partner with other enablement staff in designing, creating and delivering enablement programs.
Continuously engage with Support Engineers to validate and collaborate on requirements and program results.
Proactively seeks input and content from support teams to aid in the curation of enablement programs.
Identify and communicate potential efficiencies and enhancements.
Lead discovery sessions with business leaders to build and refine re