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Opiniion is a resident experience platform that helps property managers collect real-time feedback, improve resident experiences, and enhance online reputation. The company has been recognized as one of America's fastest-growing private companies.
The Director of Customer Enablement leads the teams and systems responsible for the complete customer lifecycle—from contract signature through onboarding, training, support, and review operations. Reporting to the Chief Experience Officer, this leader builds a scalable customer enablement organization that delivers consistent quality and creates measurable leverage as the company grows.
This is a build-and-scale leadership role focused on defining cross-functional ownership, strengthening management capacity, documenting and improving operating processes, and creating the structure and accountability needed for both onsite and offshore teams to operate effectively.
Key responsibilities include:
• Lead, mentor, and develop a growing organization across Onboarding, Training, Customer Support, and Review Operations
• Lead through both direct reports and emerging people leaders, coaching newly promoted managers and building internal leadership bench strength
• Define the organizational structure needed for scale, including decisions on when to add team leads or managers
• Establish clear ownership across workflows that span multiple functions to prevent work from stalling between teams
• Own hiring for the function, including role definition, interview design, scorecards, and effective onboarding
• Build and run a consistent performance management system with role-specific scorecards, coaching cadence, quality expectations, and accountability
• Document and standardize operating processes to enable consistent execution and knowledge transfer
• Develop metrics and dashboards to track customer enablement performance and identify improvement opportunities
• Partner cross-functionally with Sales, Product, and other teams to ensure seamless customer experiences
• Create a culture of continuous improvement and operational excellence within the enablement function
