Director, Solutions Adoption and Enablement

About the Job The Director of Solutions Adoption and Enablement is the primary driver of day-to-day engagement and feature adoption for our products. This role translates high-level strategy into actionable success plans, working directly with end-users and front-line leadership to ensure the platform is indispensable to their daily workflows. The focus of this role is on tactical execution, overcoming user resistance, and gathering the qualitative feedback needed to demonstrate long-term value.

As Director, Solutions Adoption and Enablement, You Will Execute Adoption Plans:

Implement product and feature-specific deployment strategies to ensure high daily active usage across internal and external teams.

Drive Tactical Wins:

Identify and document immediate "wins" and user success stories to feed into 90-day impact case studies.

Lead User Training & Onboarding:

Lead the hands-on delivery of training sessions and create resources that simplify complex automated workflows for end-users.

Handle Feedback Loop Management:

Serve as the primary point of contact for user friction, gathering technical and functional insights to share with PMO and Technical teams.

Monitor Success Metrics:

Track granular usage data and adoption rates to identify accounts at risk and implement immediate "save" strategies.

Drive Workflow Optimization:

Collaborate with Operations to refine how products integrate into daily contact center tasks to minimize disruption and maximize efficiency. As Director, Solutions Adoption and Enablement, You Need Post-secondary diploma or degree with a major in a related field. 5+ years of experience in contact center leadership, including leading teams in a global capacity.

A Strategic Background:

Demonstrated success in driving user adoption or managing high-level program strategy for technology platforms.

Technical Familiarity:

Understanding of automation or software implementation processes (Co-Pilot experience preferred).

Strategic Leadership:

Ability to focus on high-level outcomes and drive results through influence rather than direct project management.

Analytical Decision Making:

Superior analytical skills, problem-solving, and decision-making skills to evaluate program performance.

Relationship Management:

Proven experience in building trusting relationships with executives, clients, and cross-functional teams.

Communication Excellence:

Excellent communication skills (listening, verbal, and written), specifically in delivering compelling ROI reports to stakeholders.

Change Management:

The ability to manage significant, ongoing change and business growth related to automated workflows.

Empowered Collaboration:

Demonstrated ability to motivate and inspire teams while guiding without overstepping into tactical execution.