Director, Global Customer Experience Enablement at RingCentral
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.
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.
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:
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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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.