Product Enablement/Operations Lead (SaaS)

Squiz is looking for a Product Enablement/Operations Lead who will play a critical role in the success of our products, focusing on customer enablement, training and documentation. This role has a unique role focused on both internal and external stakeholders.

You will have the opportunity to work alongside talented professionals in an innovative and fast-paced environment, contributing to the creation of compelling digital experiences for a range of clients.

We're seeking a strategic and experienced leader to drive our product enablement initiatives. This crucial role will oversee both in-product and external documentation and education, ensuring our customers and internal teams are empowered to maximise the value of our SaaS solution.

You will have the opportunity to work alongside talented professionals in an innovative and fast-paced environment, contributing to the creation of compelling digital experiences for a range of clients.

We would like you to have the following experience:

• Proven experience in a leadership role within the SaaS industry, with a strong background in customer enablement, technical documentation or product enablement
• Excellent project management skills, with the ability to prioritise tasks, manage deadlines, and drive cross-functional initiatives to completion.
• Strong analytical skills.
• Experience utilising data to inform decision-making and optimise processes.
• Exceptional communication and interpersonal skills, with the ability to effectively engage with stakeholders at all levels, both internally and externally.

Key Responsibilities

• Lead and develop our product enablement strategy
• Lead and mentor a team of technical writers, instructional designers, and education and training specialists
• Oversee the creation and maintenance of in-product guidance, external documentation, and training materials
• Collaborate with our partners to ensure they have the appropriate training, resources, and tools to enhance their product knowledge and enable them to deliver value to their own customers, including a partner certification program.
• Collaborate with product, sales, engineering and customer success teams to identify and address knowledge gaps
• Implement best practices in product operations to streamline our processes
• Measure and report on the impact of enablement initiatives

Qualifications

• Proven experience in product enablement or product operations roles within a SaaS organisation
• Strong leadership skills with the ability to build and mentor a high-performing team
• Excellent communication skills, both written and verbal
• Deep understanding of SaaS products and customer education best practices
• Strategic thinker with a data-driven approach to decision making

Who we are:

Squiz helps complex, service-led organisations harness the power of digital, improving the services they offer online.

Founded in 1998, Squiz grew during the rise of the internet. Since then, we have evolved from a simple web content management system into a full digital experience platform (DXP), helping customers make the shift from being content managers to experience creators.

The Squiz DXP brings together content, search, data and applications in one place. To get the most out of the platform, customers can collaborate with our digital experts to design solutions and adapt as demands change.

We are headquartered in Australia, with teams and customers across the globe, and offices in New Zealand, the United States, the United Kingdom and Poland.

Come as you are - We celebrate diversity and unite on the elements of our company DNA, starting every customer conversation with “why?” to really understand their needs, working hard to find a way to overcome every challenge, and fighting for better outcomes with the work we do. We also check our egos at door, we don’t take ourselves too seriously and we have fun along the way.

We are a 2024 Circle Back Initiative Global Employer – we commit to respond to every applicant

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Recruitment Agencies: We politely ask that you avoid making any approaches or sending any unsolicited resumes to our Recruitment Team or Hiring Leaders across our business. Squiz is not responsible for any fees related to unsolicited resumes.