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Apollo.io is a leading go-to-market platform for revenue teams, trusted by over 500,000 companies globally. The company is one of the fastest-growing SaaS businesses, valued at $1.6 billion and backed by top-tier investors including Sequoia Capital and Bain Capital Ventures.
We are seeking an Enablement Program Manager to join our team in Manila, Philippines. In this role, you will drive and evolve our end-to-end enablement program with a primary focus on new hire onboarding, content development, and ongoing education for our Support organization. You will lead in-person facilitation, partner closely with local operations teams, collaborate with enablement peers, and make data-driven recommendations to improve performance and support key business goals.
Key Responsibilities:
Lead New Hire Onboarding: Own the strategy, execution, and measurement of the 6-week onboarding program for new support hires. Facilitate engaging, relevant, and role-specific in-person onboarding experiences. Maintain and iterate onboarding documentation, checklists, and training resources. Design onboarding certification processes and track ramp milestones to measure readiness and success.
Ongoing Enablement Facilitation: Collaborate with the GTM Support Enablement Manager to identify enablement needs based on CSAT, QA, ticket/chat metrics, and product changes. Co-develop ongoing training initiatives across tools, workflows, tone/quality, product updates, and customer experience best practices. Create feedback loops and reporting mechanisms to ensure program effectiveness.
Build Scalable Programs: Design scalable learning paths for new hires and tenured agents, including live training, async/self-paced content, and certification tracks. Use enablement tools (LMS, content hubs, feedback surveys, Maestro) to deliver, track, and refine training at scale. Work cross-functionally with QA, Product, Support Ops, and L&D to align training with business goals.
Measure and Iterate: Define and manage success metrics for enablement programs (time to productivity, QA scores, CSAT, knowledge assessments). Analyze qualitative and quantitative feedback to improve program structure, delivery, and outcomes. Champion a culture of learning and continuous improvement within the support organization.
This role is ideal for someone who is both a strong facilitator and thoughtful program builder. You thrive in fast-paced environments, understand the nuances of SaaS support, and know how to translate performance metrics into targeted enablement strategies.
Requirements:
- 6+ years of experience in customer support, enablement, or training roles, with direct ownership of onboarding and learning programs
- SaaS industry experience required
- Proven ability to lead live in-person facilitation and instructional delivery, ideally with experience onboarding support agents or specialists
- Strategic thinker with a track record of building programs that are data-informed and results-oriented
- Strong experience using enablement or learning tools (LMS, Google Suite, Notion, survey tools, feedback dashboards)
- Excellent cross-functional collaboration and stakeholder management skills
- Bonus: Familiarity with Salesforce, Apollo.io, Maestro, or Intercom systems
