Director, Global Customer Experience Enablement at RingCentral

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What if the solutions you sold changed the way the world communicates?

What if you had the freedom of a startup and the resources of a global enterprise?

You’d break new ground. Raise the bar for performance. And do career-defining work.

That’s exactly the kind of environment we’re building together at RingCentral.

We’ve become the #1 global cloud-based communications provider because we’re not just selling—we’re changing the nature of communications. That’s why RingCentral is the largest and fastest-growing pure-play provider in our space, with a market capitalization of over $18 billion, 30%+ annual growth and a $1 billion annual revenue run-rate. It’s an atmosphere of unlimited opportunity, where you’ll be supported by massive resources, unmatched training and a diverse, dynamic culture that’s built for winning, together.

You’ll find all the training, opportunity and resources you could ever want here - with all the work/life benefits you expect, and none of the micromanagement. RingCentral regularly brings home Best Place to Work awards from locations all over the world, and outstanding company ratings on Glassdoor and Comparably!

RingCentral surrounds you with extraordinary technology and talent, in a people-first environment built from the ground up to help you do the best work of your career.

Responsibilities: 

In this role the successful candidate will be responsible for all major Learning and Enablement functions for the POST-SALES organization, currently referred to as Global Services and Support (GSS) organization, which represents ~25% of the company’s headcount. This role will report to the VP Global Learning and Enablement and be the prime business partner to the VP of Global Services and Support who manages all GSS teams, with the exception of Operations and Enablement.

Key Duties include:

  • Consolidate and lead a multi-location, global team of learning & enablement professionals.

  • When necessary and appropriate travel to GSS offices (Manila, Denver, London, etc) to meet with leadership and learning & enablement teams.

  • Work closely with senior operations, services, support and sales leaders to understand business needs and translate them into learning & enablement requirements.

  • Work closely with events team to ensure GSK (global sales kickoff) includes GSS-specific programs for learning and enablement (as deemed necessary).

  • Analyze GSS processes and identify opportunities to increase efficiency through learning and enablement.

  • Determine customization requirements for PMM and other training content and assets to best align with GSS requirements.

  • Work closely with FLIGHT (Global Learning & Enablement Training Team), product, IT and sales organization to develop comprehensive internal segment-specific training programs for Professional Services, CSM, and Support.

  • Working with existing teams, develop a comprehensive FLIGHT SCHOOL - GSS (onboarding program) that aligns with content, schedule, attendance and accountability needs.

  • Create “certification programs” as deemed necessary with research and business alignment.

  • Design analysis and reporting and provide insight to enable GSS and Learning & Enablement leadership with key information required to manage the business.

  • Develop job design and compensation strategies for GSS Learning & Enablement employees. 

  • Demonstrate a high level of responsiveness to senior executives and key constituents in the business including the ability to operate in a fast paced, demanding environment.

Qualifications:

  • 15+ years of equivalent experience in a learning or enablement role, ideally with a deep functional knowledge of sales, professional services, customer support and solutions engineering 

  • 5-10 years of management experience required 

  • Strong problem-solving skills with ability to analyze data, determine insights and develop programs to drive performance improvement, churn reduction, and attrition reduction

  • Ability to manage a portfolio of large programs and a high volume of small to medium sized initiatives 

  • Experience in analyzing processes, understanding use cases for key systems and developing business requirements 

  • Passion and experience for identifying business improvement opportunities and driving organizational change 

  • Ability to communicate effectively with internal and external customers of all levels Exceptional relationship building, collaboration and team development skills 

  • Experience working with offshore resources is highly desirable 

  • Experience with key go-to-market tools such as salesforce.com, saleshood, Linkedin Navigator as well as business intelligence tools 

  • Familiarity with a wide variety of routes to market (inside, field, channel and strategic partner sales) and segments (SMB, commercial, enterprise) in multiple geographies (North America, EMEA, APJ) 

What we offer: 

  • Base Salary 

  • MBO based bonus 

  • RSU's (Restricted Stock Units) 

  • Immediate full benefits (Health, Vision, Dental) effective day one at minimal cost to you 

  • (10) Company Wide Holidays 

  • Flexible PTO plan 

  • ESPP (Employee Stock Purchase Plan) 

  • Opportunities that accompany a high growth organization

Say hello to the future of work. And the end of the resume black hole. 

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About RingCentral

RingCentral is the worldwide leader in cloud-based communications. Our software communications platform delivers phone, group chat, mobile communications, video calls, videoconference, contact center and AI-driven digital engagement. It’s a powerful, global presence that allows businesses to communicate anywhere, anytime with anyone.

RingCentral is headquartered in Belmont, California and has offices around the world.

RingCentral is an equal opportunity employer that truly values diversity. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. 


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Technology we use

  • Engineering
  • Product
  • Sales & Marketing
    • PythonLanguages
    • OracleDatabases
    • ConfluenceManagement
    • MedalliaCMS
    • BoxCMS
    • SalesforceCRM

An Insider's view of RingCentral

How do you collaborate with other teams in the company?

Our product makes collaboration at the core of our company. I like to leverage face-to-face communication and connect directly with other teams to discuss ways that we could be more effective in our hiring strategies. We are the type of company where people actually want to have direct connections because it preserves our values and our culture.

Anthony Smith

Team Lead, GSS Recruiting

How does the company support your career growth?

RingCentral is where I feel my career really took off. The career growth here is personalized, thoughtful, and supported by mentors and management. I love the work that I do and feel like my personality bleeds through into everything I touch. I have never felt so connected to an organization and I know there is only more good things ahead!

Melissa Regan

Manager, Global Onboarding & Enablement

How do you make yourself accessible to the rest of the team?

Being accessible is critical to RingCentral’s culture and success. I ensure I keep my door open and sit on the floor with the team. To me, nothing should prohibit you from being available to your team and others. I am glad to work at a company that gives me the tools and technology to connect - even when I am 300 miles away!

Ayub Mohammed

AVP, Small Business Sales

What are RingCentral Perks + Benefits

RingCentral Benefits Overview

RingCentral fosters career development and provides leadership training, education, workshops, and coaching for all employees. RingCentral promotes a healthy work-life balance by providing catered breakfast and lunch daily, as well as a kitchen stocked with a variety of complimentary beverages and delicious snacks.

At RingCentral, we offer a competitive benefits package including medical, dental, vision, 401K, Employee Stock Purchase Plans and many more perks!

Culture
Volunteer in local community
Through our CSR program, RCause, we take pride in our commitment to inclusivity, sustainability, and giving back to our communities. We offer employee matching and Volunteer Time Off.
Partners with Nonprofits
At RingCentral, we partner with nonprofits that drive impact towards environmental sustainability, social impact and responsible governance.
Friends outside of work
Eat lunch together
Intracompany committees
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Open office floor plan
Diversity
Documented equal pay policy
Dedicated Diversity/Inclusion Staff
Highly diverse management team
Unconscious bias training
Our dedicated Learning & Development initiatives include Unconscious Bias AND Diversity & Inclusion training which are core to our mission in fostering, educating, and building our inclusive workforce
Someone's primary function is managing the company’s diversity and inclusion initiatives
Mean gender pay gap below 10%
Diversity Employee Resource Groups
From Black Lives Matter, Women leaders, Pride, Hispanic heritage, Mothers and more, these employee-led ERG’s are a special part of our culture that we take pride in supporting and growing.
Hiring Practices that Promote Diversity
Our active hiring practices don’t discriminate on the basis of race, color, creed, religion, national origin, sex, sexual orientation, disability, age, marital or veteran status.
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
RingCentral employees can contribute up to $5000 annually for Dependent Care FSA and up to $2750 for Health Care FSA.
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Pet Insurance
Our pet insurance policy can cover up to 50% of out of pocket expenses.
Wellness Programs
Our wellness programs include fitness and yoga classes, meditation and nutrition sessions and more, to keep all our employees feeling their best!
Onsite Gym
Team workouts
Besides RingCentral's onsite gym, we do many fitness classes that promote working together and having fun!
Mental Health Benefits
Mental health is very important to us, that’s why we have partnered with Headspace, offer counseling options, and conduct frequent virtual yoga and meditation sessions, to support our employees.
Retirement & Stock Options Benefits
401(K)
401(K) Matching
RingCentral makes a matching contribution of 50% of your first 6% deferred.
Company Equity
Employee Stock Purchase Plan
Performance Bonus
Match charitable contributions
We offer employee matching for charitable donations and through our Dollars for Doers program, RCause will donate $10/hr on behalf of any employee volunteering at the nonprofit of their choice.
Child Care & Parental Leave Benefits
Child Care Benefits
Supporting our working mothers, we’ve partnered with Milk Stork to deliver milk to their babies when traveling. We also send out gift boxes to all our new mothers and fathers!
Generous Parental Leave
Flexible Work Schedule
Remote Work Program
Company sponsored family events
RingCentral sponsors family oriented events ___.
Vacation & Time Off Benefits
Generous PTO
Paid Volunteer Time
Paid Holidays
Paid Sick Days
Perks & Discounts
Casual Dress
Commuter Benefits
Company Outings
Free Daily Meals
Game Room
Stocked Kitchen
Some Meals Provided
Happy Hours
Parking
Fitness Subsidies
Home Office Stipend for Remote Employees
Professional Development Benefits
Job Training & Conferences
RingCentral offers employees professional development opportunities like Onsite training courses.
Diversity Program
Lunch and learns
Promote from within
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